Lessons Learned - Excel

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					Lessons Learned             The Lesson!                   How could it have been done               Project
Category:                                                 better or was done better?
Best Practices            Lessons for security and        Refer to ISO, ISO has standard list       ICM
                          technical standards.            for Technical and Security standards.
Best Practices/Research/  Technical research and process Technical research started in the          ICM
Mapping                   mapping not started early       pre-initiation process and process
                          enough.                         mapping improved.
Best                      Need information on other       Require market research. Contact          LIMS
Practices/Research/Market states systems – show working other states and request information
Research                  system.                         on their working systems.
Budget                    Economic conditions within      The system was designed to provide        ORCA2
                          state government declined       additional flexibility in how and where
                          rapidly as the system was being vocational rehabilitation services can
                          implemented. Potential budget be delivered. This flexibility may
                          reductions of up to 10% of the  prove to be an important aspect of
                          current budget could change     reducing program expenditures
                          the services provided by VRD in should they become necessary in
                          some way. How this may affect the near future.
                          ORCA 2 in the future is
Budget                    Budget lessons.                 More help from budget manager             ICM
                                                          with budget.
Budget                    Budget was based on the         PMO put together baseline for             ICM
                          original scope—more             projects based on complexity. Use
                          understanding was needed of     the Business Transition and
                          the scope.                      Technical Complexity template.
Lessons Learned      The Lesson!                       How could it have been done             Project
Category:                                              better or was done better?
Budget               Figures given were incomplete,     Develop a more coordinated and         ICM
                     Missing items from the            standard way to track actual costs
                     Business Case, Taken at face
Budget               Budget fiscal didn‘t provide      Current actuals are a month late        ICM
                     actuals.                          (costs of work station, etc.)
Budget               Inconsistency and lack of         Improve communication between           ICM
                     sharing between Budget,           our fiscal reps and the PMs
                     Project, and NextSource.
Budget               Budget not good containment       PM has to make changes to the           ICM
                     due to hiring contractors.        budget ; (makes projected instead of
                                                       actual costs); time delay.
Business Ownership   Business ownership lessons.       SCF learned to provide business         FACIS
                                                       experts for the project so that the
                                                       needs of the business are
                                                       addressed correctly.
Business Ownership   Business ownership lessons.       SCF has learned that the Business       FACIS
                                                       Analysts contribute a great amount
                                                       of knowledge to the analysis
                                                       process, and by following good
                                                       project management and life cycle
                                                       standards, are continuing to improve
                                                       their techniques, resulting in better
                                                       final products for the SCF users.
Business Ownership   Business didn‘t market the tool   Business needs to get acceptance        DSSURS
                     to the users.                     from the users.
Lessons Learned            The Lesson!                        How could it have been done              Project
Category:                                                     better or was done better?
Business Ownership         Business wasn‘t the driver of      Obtain strong continued support          ICM
                           the project.                       from the business.
Business                   Business didn‘t do any             Business needs to do Business            ICM
Ownership/Business         Business Process                   Process Reengineering
Process Reengineering      Reengineering.
Business Transition        They had not fully understood     Major new initiatives and                 SACWIS
Management                 the organizational culture of the organizational changes should be
                           field prior to implementation.    avoided during project
                                                             implementation.
Business Transition        All states expressed regret that Develop a Business Change                  SACWIS
Management                 they had not fully understood     Readiness Assessment and
                           the organizational culture of the administer it to a structured
                           field prior to the implementation representative sample to determine
                           of their systems.                 the organizational culture of the field
                                                             staff.
  Mandatory requirements
Business Transition                 Standard & Configure
                           Some states used only                Desired
                                                             End users prefer to hear from their           Desi
                                                                                                           Au
                                                                                                       SACWIS
Management                 consultants and vendor staff      peers. States suggested outside
                           when planning and                 consultants were not familiar with
                           implementing change readiness. specific agency policy and
                                                             procedures.
Lessons Learned       The Lesson!                         How could it have been done            Project
Category:                                                 better or was done better?
Business Transition   Most effective change               A prime example of such                SACWIS
Management            readiness presentations excite      presentation comes from Colorado
                      users. They show users how          in a presentation that was made by
                      the system will positively affect   a foster care worker to a group of
                      their day to day duties.            peers. As in Oregon, Colorado
                                                          requires workers to complete many
                                                          forms, and the Colorado system
                                                          replaced a large number of these
                                                          forms. The presenter displayed 'a
                                                          pile' of current forms the attendees
                                                          used on a regular basis and
                                                          proceeded to tear up the forms that
                                                          were no longer required. The
                                                          energy from this approach was
                                                          impressive; the worker yelled in joy
                                                          as each form was ripped up.
                                                          Volunteers were selected to tear up
                                                          forms they personally disliked.
                                                          Although the presentation lasted
                                                          only an hour, the spirit of the
                                                          presentation lasted a long time and
                                                          the message conveyed was that
                                                          forms would be eliminated and the
Lessons Learned       The Lesson!                          How could it have been done              Project
Category:                                                  better or was done better?
Business Transition   Some states assumed all end-         Office automation includes the           SACWIS
Management            users would be computer              ability to use (compose, send and
                      literate and thus did not test for   receive) e-mail, open and close
                      skills or require training. This     attachments, create documents with
                      assumption proved to be false        word processing software, save and
                      and played a part in their failed    find documents, etc. Strategies that
                      implementation in 1999.              states developed for office
                                                           automation skills included using e-
                                                           mail to communicate information,
                                                           attaching memos, newsletters and
                                                           pictures to e-mails and developing
                                                           online templates of commonly used
Business Transition   Lack of formal Organizational        Include a Business Transition
Management            Change Management and                manager and team on the project.
                      Business Process                     Utilize formal business transition
                      Reengineering cause concern,         methodology as designed by the
                      confusion, and resistance.           OIS Business Process Management
                                                           unit. Begin the work of business
                                                           transition at the beginning of the
                                                           project - don't wait until later stages.
Lessons Learned       The Lesson!                           How could it have been done            Project
Category:                                                   better or was done better?
Business Transition   Despite these efforts, many           Currently consultants commented        OSM
Management            people interviewed believe the        that they keep in close contact with
                      field is not following the new        the district and program managers
                      model. This lack of follow            to ensure the model is being used.
                      through with the field has been The Oregon Safety model gets back
                      contributed to the delays in          to good social work and is a good
                      implementation, lack of               foundation for decisions, if the field
                      adequate training, and failure to is following this model, then that is
                      provide ongoing                       defined as success.
                      communication. many of those
                      interviewed commented that the
                      field did not have buy-in on the
                      product, which atributed to the
Business Transition   Their failure to be honest with       States stated it is a misnomer that    OSM
Management            casework staff about accurate         SACWIS systems will actually
                      time commitments had caused require that caseworkers spend less
                      a great deal of resistance. They time interacting with the computer.
                      felt this could also potentially
                      affect their credibility in future IT
                      projects.
Business Transition   Users are resistant to give up        Conduct Change Management              DSSURS
Management            the Sybase db                         Classes.
Business Transition   Address root cause (identified        Create a solutions matrix.             ICM
Management            symptoms but did not address
                      root cause).
Lessons Learned       The Lesson!                          How could it have been done              Project
Category:                                                  better or was done better?
Business Transition   Business unit signed off on          Require Business Transition Plans        EDMS
Management            requirements sent in e mail but      be documented and shared and             Enhance
                      didn‘t understand the effect of      executed. Integrate Business             ment
                      the requirements on their            Transition activities into the Project
                      workflow.                            Plan
Business Transition   Readiness for change lessons.        Prior to implementation, help            EDMS
Management                                                 employees get ready for the              Enhance
                                                           implementation by using cultural         ment
                                                           change training like ADKAR.
Business Transition   New employees were more              Conduct Change Management                EDMS
Management            adaptable to the project             education.                               Enhance
                      implementation than long term                                                 ment
                      employees. Some managers
                      had problems identifying the
                      root causes of problems.
Business Transition   Change management lessons.           Have foresight to move people            EDMS
Management                                                 through change with change               Enhance
                                                           management.                              ment
Business Transition   Projects with significant cultural   People are much less resistant to        GAP
Management            change need to actively plan         change when they are engaged             Project
                      how to get feedback from the         throughout the project life cycle.
                      field, both from
                      supervisors/administrators and
                      from line-level workers.
Lessons Learned           The Lesson!                       How could it have been done           Project
Category:                                                   better or was done better?
Communications            Communication lesson.             OIS and SCF, at all levels, have      FACIS
                                                            found that open communication is
                                                            enormously critical to ensuring
                                                            successful project completion.
Communications            Communication lesson.             Communicate with field and            OSM
                                                            executive staff honestly about
                                                            capabilities of the new system.
Communications            When the project went into legal It was reported that early in the      TWIST
                          negotiations with the original    project communications from
                          contractor, communications        management was good. In order to
                          became vague and inconsistent keep employees from guessing and
                          (due to legal constraints). As    to control the rumor mill,
                          implementation resumed,           management will need to be diligent
                          communications improved           in maintaining bi directional
                          again. Staff reported frustration communications.
                          during the ―legal‖ period as
                          communications came to a
                          virtual halt.
Communications Internal   Communications lessons.           Internal communications – Need to     SACWIS
                                                            maintain consistent communication
                                                            channels with employees.
Lessons Learned           The Lesson!                     How could it have been done              Project
Category:                                                 better or was done better?
Communications Internal   Communication lesson.           End users prefer to hear from their      SACWIS
                                                          peers. They felt outside consultants
                                                          were not familiar with specific
                                                          agency policy and procedure.
                                                          Involve SME‘s and field staff in
                                                          presenting focused, consistent,
                                                          timely information to the field, that
                                                          provides real information about what
                                                          the system will do, how it will change
                                                          the current business model and
Communications Internal   Communication lesson.           Use a communication strategy that        SACWIS
                                                          incorporates as many mediums as
                                                          possible and addresses the specific
                                                          needs of all end user groups.
Communications Internal   Utilize group email through     Establish email protocol                 DSSURS
                          ownership of tasks
Communications Internal   Group email could slow things   Decide who needs to receive emails DSSURS
                          down due to overwhelming        on specific topics.
                          feedback.
Contracts                 Procurement process is slow.    Improve procurement process –         LIMS
                                                          streamline. Designate a single point
                                                          of contact with blanket authority for
                                                          purchase of project related items.
Lessons Learned   The Lesson!                       How could it have been done         Project
Category:                                           better or was done better?
Contracts         Determining which contract        To find out what vehicles are       SSI
                  vehicle to use for a project is   available, contact the office of    Managers
                  unclear.                          Contracts and Procurements.
Contracts         Some Project Managers have         May need to revert to the RFP      SSI
                  found little time advantage       process if TAMS becomes too         Managers
                  when using TAMS for               onerous.
                  deliverables based contracts.
                  The trend seems to be back to
                  the detailed & time consuming
                  contract processing approach.
Contracts         Coordination and                  Determine if it needs a Service Level SSI
                  communication throughout the      Agreement (SLA).                      Managers
                  procurement process
Contracts         Coordination and                  Determine if it needs a Maintenance SSI
                  communication throughout the      Agreement.                          Managers
                  procurement process
Lessons Learned   The Lesson!                        How could it have been done            Project
Category:                                            better or was done better?
Contracts         Splitting the contract to have     Don‘t split a contract up and contract SSI
                  different vendors supply project   out deliverables if the deliverable is Managers
                  deliverables to save $4000         critical to the implementation of the
                  caused some project                project. The resulting work costs to
                  deliverables to not be delivered   compensate for the non delivered
                  on time for implementation.        product negated any contract
                  The original vendor had the        savings.
                  experience to deliver all. The
                  cost of not implementing on
                  time was $20,000 in overtime
                  and an additional $13,000 to
                  pay the vendor to finish the
Contracts         Contract lessons.                  OIS Project Managers learned to         SSI
                                                     control contracts and contractors to    Managers
                                                     ensure that divisional business
                                                     needs are met.
Contracts         Contracts lessons                  Create a research file with notes       SSI
                                                     and a log of contacts. On All vendor    Managers
                                                     contacts.
Contracts         Contracts lessons.                 Hold a contract administration          SSI
                                                     meeting before signing a contract.      Managers
Contracts         Contracts lessons.                 Be careful about getting too close to   SSI
                                                     the vendor or anyone who should be      Managers
                                                     excluded from the evaluation &
                                                     negotiation process.
Lessons Learned           The Lesson!                     How could it have been done              Project
Category:                                                 better or was done better?
Contracts/Business Case   Business Case Input.            Know what you are proposing.             SSI
                                                          Know the requirements and have           Managers
                                                          reviewers from internal business
                                                          staff, OIS ARB, OIS AMS, OIS DRM
                                                          and business partners
Contracts/Definitions     Contract Definitions.           Develop Contract                         SSI
                                                          definitions/acronyms/glossary for        Managers
                                                          Customization, Configuration, Cots
Contracts/DOJ             Criteria for DOJ.               75k project needs DOJ involvement.       SSI
                                                                                                   Managers
Contracts/DOJ             Criteria for DOJ.               Can‘t ―chop up‖ projects to get          SSI
                                                          around oversight.                        Managers
Contracts/DOJ             Criteria for DOJ.               Also need EISPD approval.                SSI
                                                                                                   Managers
Contracts/DOJ             Criteria for DOJ.               IRR looks at total cost of the project   SSI
                                                          not just contract.                       Managers
Contracts/DOJ             DOJ.                            Collaboration with DOJ initiate          SSI
                                                          contact early and often, keep them       Managers
                                                          in the loop
Contracts/Examples        Contract Examples.              Develop examples and guidelines          SSI
                                                          for SOW, Contracts, RFI, RPF, RFQ.       Managers
Contracts/Incentives      Vendor Performance concerns.    Consider Performance payments.           LIMS
Contracts/Interstate      Interstate Agreement lessons.   These are generally for services and     SSI
Agreement                                                 supplies.                                Managers
Lessons Learned         The Lesson!                  How could it have been done             Project
Category:                                            better or was done better?
Contracts/Interstate    RFP PSK lessons.             RFP PSK are used when TAMS              SSI
Agreement                                            dollar limit (over 500k) is exceeded    Managers
                                                     and for long term multi year contract
                                                     needs to be established.
Contracts/IRR           IRR Information Resource     Obtains DAS EISPD approval of           SSI
                        Request.                     allocating limitation and spending      Managers
                                                     state dollars on the project.
Contracts/Maintenance   Maintenance Contracts.       May be established separately or as     SSI
                                                     part of the s/w procurement contract.   Managers
Contracts/Master        Master Agreement lessons.    Master agreement usually come           SSI
Agreement                                            about through a special                 Managers
                                                     procurement and handled at the
                                                     State level – generally not for a
                                                     project sized procurement
Contracts/Multi Step    GSA Multi Step procurement   Multi Step – throw out all proposals    SSI
Procurement             lessons.                     and invite re bids increases time       Managers
                                                     budget less sure. Audit findings are
                                                     poor. Bad processes (Federal
                                                     Contracting. Fraud, Waste, Abuse.
Lessons Learned            The Lesson!                  How could it have been done           Project
Category:                                               better or was done better?
Contracts/Multi Step       GSA Multi Step procurement    Amendments 20% (not sure what        SSI
Procurement                lessons.                     the 20% is for. However, any          Managers
                                                        contract can have or be amended.
                                                        There are standard forms for
                                                        C166the amendment and it is
                                                        something that the project engages
                                                        DOJ and DAS or DHS contracts to
                                                        execute. One type of outcome from
                                                        an amendment is a maintenance
                                                        agreement or changes to Terms &
Contracts/Oregon           Oregon procurement rules.    5 things Projects can consider        SSI
procurement rules                                       checking for resources before going   Managers
                                                        to the marketplace. State surplus;
                                                        Intergovernmental agreement;
                                                        Qualified Rehabilitation Facilities
                                                        (QRF);Prison Industry; State price
                                                        agreements.
Contracts/ORPIN            Interaction with SPO, OCP.   Over 75k price agreement has to go    SSI
                                                        through ORPIN.                        Managers
Contracts/Proof of Concept Proof of Concept.            Is a Research phase.                  SSI
                                                                                              Managers
Contracts/Proof of Concept Proof of Concept.            Can do Sole Source contracts for      SSI
                                                        proof of concept.                     Managers
Contracts/Proof of Concept Proof of Concept.            Document results of proof of          SSI
                                                        concept.                              Managers
Lessons Learned            The Lesson!                      How could it have been done           Project
Category:                                                   better or was done better?
Contracts/Proof of Concept Proof of Concept.                Make results open to the public.      SSI
                                                                                                  Managers
Contracts/Qualifying       Qualifying Vendor and Product    Business goes through and marks       SSI
Vendor                     lessons.                         mandatory and desirable               Managers
                                                            requirements.
Contracts/Qualifying       Qualifying Vendor and Product    Do not share with vendor during       SSI
Vendor                     lessons.                         proposal.                             Managers
Contracts/Qualifying       Qualifying Vendor and Product    Evaluate vendor qualifications.       SSI
Vendor                     lessons.                                                               Managers
Contracts/Qualifying       Qualifying Vendor and Product    Information regarding mandatory       SSI
Vendor                     lessons.                         and desirable requirements can be     Managers
                                                            shared during negotiations.
Contracts/Qualifying       Qualifying Vendor and Product    Capture risks associated with each    SSI
Vendor                     lessons.                         option.                               Managers
Contracts/Qualifying       Qualifying Vendor and Product    Acceptance criteria need to address   SSI
Vendor                     lessons.                         configuration of standard package     Managers
                                                            and that it satisfies the standard
                                                            requirements.
Contracts/Qualifying       Qualifying Vendor and Product    Breakdown of cost: COTS 80%           SSI
Vendor                     lessons.                         Standard& Configure, Custom 20%       Managers
                                                            Mandatory Requirements, Aux 30%
                                                            Desired
Contracts/RFP              Not prescriptive enough in the   Be very prescriptive in your RFP      DSSURS
                           RFP.
Lessons Learned      The Lesson!                     How could it have been done              Project
Category:                                            better or was done better?
Contracts/RFP        No standard tools/templates for Develop standard glossaries for          ICM
                     the project to use for drafting OC&P, IT, ISO, Business, PMO,
                     RFP contents. This caused       OAM, BAM
                     redundant work for OC&P and
                     the project. The project did
                     work that was then copied into
                     another format by OC&P.
Contracts/RFP, RFI   RFP RFI lessons.                Vendor demos during the selection        SSI
                                                     process and Vendor Analysis              Managers
Contracts/RFP, RFI   RFP RFI lessons.                Use national organizations to post       SSI
                                                     RFI information and refer to ORPIN.      Managers
Contracts/RFP, RFI   RFP RFI lessons.                Ask for demo of site to review quality   SSI
                                                     of vendors‘ work.                        Managers
Contracts/RFP, RFI   RFP RFI lessons.                Conduct online review.                   SSI
                                                                                              Managers
Contracts/RFP, RFI   RFP RFI lessons.                 Market research – to know what          SSI
                                                      solutions are available and in use      Managers
Contracts/RFP, RFI   RFP RFI lessons.                 Solutions Options Analysis – work       SSI
                                                      done up front.                          Managers
Contracts/RFP, RFI   RFP RFI lessons.                 Solutions from Government and all       SSI
                                                      sources.                                Managers
Contracts/RFP, RFI   RFP RFI lessons.                 Result – Creates list of Vendors.       SSI
                                                                                              Managers
Contracts/RFP, RFI   RFP RFI lessons.                 Nextsource can also be used.            SSI
                                                                                              Managers
Lessons Learned         The Lesson!                   How could it have been done               Project
Category:                                             better or was done better?
Contracts/RFP, RFI      RFP RFI lessons.              Clarity of expectations                   SSI
                                                                                                Managers
Contracts/RFP, RFI      RFP Reviewers lessons.        DOJ, DHS or DAS procurement,              SSI
                                                      Business leaders, Business                Managers
                                                      partners, OIS AMS, OIS
                                                      Architecture Review Board
                                                      Sufficient, Viable, Verifiable, results
Contracts/Rules         Contracting Limitations and   DAS buys everything. Refers to            SSI
                        Rules                         special price agreements                  Managers
                                                      establishment e.g. desktop PCs,
                                                      Printers, CDs, software.
Contracts/Rules         Contracting Limitations and   DAS SPO delegates by rule the             SSI
                        Rules.                        authority generally to the agencies       Managers
                                                      to engage in contracts that are
                                                      valued up to $150 k.
Contracts/Rules         Contracting Limitations and   DHS has delegated authority up to         SSI
                        Rules.                        $500 k.                                   Managers
Contracts/Scoring       Scoring approaches.            Requirements are listed along side       SSI
                                                      vendor response chart of :                Managers
                                                      Standard, Custom, Does not have,
                                                      3rd party tool 'License'.
Contracts/Sole Source   Sole Source lessons.          Sole source are unusual                   SSI
                                                      mechanisms and used when an               Managers
                                                      overriding justification can be
                                                      documented and approved at DAS
Lessons Learned     The Lesson!                    How could it have been done           Project
Category:                                          better or was done better?
Contracts/SOW       Contracts lessons.             Have a well defined SOW before        SSI
                                                   picking a procurement methodology     Managers
                                                   early in the process.
Contracts/SOW       SOW lessons.                    SOW (Statement of Work) to           SSI
                                                   include mandatory web access. It      Managers
                                                   adds confidence in the vendor and
                                                   saves time later on in the process.
Contracts/SOW       Negotiations not allowed in    Allow negotiations in statement of    LIMS
                    SOW.                           work –especially definitions.
Contracts/Special   Special Procurement lessons.   Main concern is that you have         SSI
Procurement                                        thought out the reasons for using     Managers
Contracts/Special   Special Procurement lessons.   Special procurement requires          SSI
Procurement                                        market research.                      Managers
Contracts/TAMS      TAMS – talent acquisition      Use for Staff Augmentation. It's      SSI
                    management system: handles     deliverable based and are based on    Managers
                    two types of work order        predetermined resource cost Price
                    contracts: WOCs.               Agreements set in place by DAS
                                                   Procurement and Contracts
Contracts/Vendor    Vendor poor performance.       Amend the contract Terms and          SSI
Performance                                        Conditions                            Managers
Contracts/Vendor    Vendor poor performance.       Market research is also required      SSI
Performance                                        before renegotiating a contract.      Managers
Contracts/Vendor    Vendor poor performance.       Establish Dollar thresholds.          SSI
Performance                                                                              Managers
Lessons Learned         The Lesson!                    How could it have been done              Project
Category:                                              better or was done better?
Contracts/Vendor        Sample Contracts lessons.      Keep a library of SOW examples,          SSI
Performance                                            attach lessons learned to examples.      Managers
                                                       Sample contracts, terms, and
                                                       condition.
Contracts/Work Orders   Work Orders lessons.           Work Order Templates take careful        SSI
                                                       administration, especially when          Managers
                                                       charges occur.
Executive Sponsorship   Successful systems cannot be   SCF has learned that their division      FACIS
                        developed in a vacuum.         needs to provide support in many
                                                       ways for technology projects; in
                                                       steering committee direction, in staff
                                                       time and commitment and financial
                                                       resources.
Lessons Learned         The Lesson!                      How could it have been done            Project
Category:                                                better or was done better?
Executive Sponsorship   Executive sponsorship lessons.   OIS and SCF management gave            FACIS
                                                         support to the project when it was
                                                         deteriorating by re prioritization of
                                                         budget and resources. In 1996
                                                         through 1999, the FACIS Project
                                                         Team promised and was able to
                                                         successfully complete five critical
                                                         deliverables; (1) Hardware and
                                                         Software improvements, (2) Process
                                                         Improvements, (3) Project Team,
                                                         Team Management and Steering
                                                         Committee, (4) Training for FACIS
                                                         customers and (5) FACIS
                                                         Application deliverables. Meeting
                                                         those five deliverables gave much
                                                         needed momentum to the FACIS
                                                         Project Team and SCF. (See
                                                         details of the deliverables in section
                                                         3, Critical Project Deliverables). In
                                                         addition, SCF made good on its
                                                         promise for budget and resources
Executive Sponsorship   No strong executive support.     Begin Business Process                 DSSURS
                                                         Reengineering early. Plan
                                                         communication activities with the
                                                         Executive sponsor.
Lessons Learned         The Lesson!                      How could it have been done          Project
Category:                                                better or was done better?
Executive Sponsorship   Executive sponsorship lessons.   OIS learned that it needs the        SACWIS
                                                         commitment from all levels and
                                                         areas of OIS for successful
                                                         client/server systems. This includes
                                                         the OIS Executive Team, Network
                                                         and Desktop Services, Computer
                                                         Resource Management, Data
                                                         Resource Management and
                                                         Information Services Engineering.
Executive               Executive sponsorship and        The project sponsors had clearly     ORCA2
Sponsorship/Steering    support was critical to the      identified goals of what needed to
Committee               success of the project.          be accomplished to support the
                                                         business functions within the
                                                         Department of Human Services
                                                         Vocational Rehabilitation Division.
                                                         Personal time and energy was
                                                         expended by agency executives to
                                                         see that business goals were
                                                         achieved by the ORCA 2 Project.
Lessons Learned        The Lesson!                    How could it have been done          Project
Category:                                             better or was done better?
Executive              The development and             Without the sustained cooperation FACIS
Sponsorship/Steering   deployment of a statewide      and leadership exhibited by steering
Committee              business application that      committee members and project
                       utilized technologies new to   team members, it is unlikely that
                       DHS was an enormous            ORCA 2 would have been
                       undertaking, even without      implemented within the project
                       considering the new federal    schedule established in December
                       program requirements that      2000.
                       loomed less than 12 months
Lessons Learned        The Lesson!                        How could it have been done          Project
Category:                                                 better or was done better?
Executive              Successful implementation of       The ORCA 2 system was a built on FACIS
Sponsorship/Steering   ORCA 2 required cooperation        the proprietary AWARE ™ product
Committee              and leadership from all parts of   offered by Alliance. The software
                       DHS and its project partner,       package allowed the VRD to make
                       Alliance.                          changes to some settings and
                                                          features hooked to the core product.
                                                          Alliance makes changes to the core
                                                          features through upgrades released
                                                          twice a year to AWARE ™. VRD
                                                          staff are valuable members of the
                                                          customer advisory committee along
                                                          with representatives from a handful
                                                          of other states using AWARE ™.
                                                          Suggested changes and
                                                          enhancements to the product are
                                                          solicited from the advisory
                                                          committee members and discussed
                                                          on a monthly basis.
Lessons Learned        The Lesson!                     How could it have been done           Project
Category:                                              better or was done better?
Executive              DHS OIS and DHS VRD had         Steering committee members and        FACIS
Sponsorship/Steering   not been experiencing the level project team members report
Committee              of cooperation and coordination noticeable improvements in the
                       between themselves that either working relationships between the
                       organization wanted as the      two organizations. Better working
                       project began. The project      relationships resulted from
                       faced high risk even if the two increased communication, early
                       primary partners within DHS     coordination on project issues and
                       were working together           shared accountability for the
                       seamlessly.                     success of the project by business
                                                       and technical staff.
Executive              There was not enough time (or Schedule meetings with an agenda        Transport
Sponsorship/Steering   time spent) bringing the        for steering committee. Send status   ation
Committee              committee up to speed.          reports and progress reports to       System
                       Steering committee meetings     steering committee weekly.            Planning
                       conflicted with another                                               Steering
                       important meeting for some                                            Committe
                       members                                                               e
Lessons Learned        The Lesson!                     How could it have been done           Project
Category:                                              better or was done better?
Executive              One steering committee          Structure—it would be helpful to      Transport
Sponsorship/Steering   member realized how much she have a steering committee more           ation
Committee              didn‘t know about FACIS         immersed in the project in terms of   System
                       (another project she was a      knowledge and understanding           Planning
                       steering committee member for) supported by smaller groups            Steering
                       as a result of the issues that                                        Committe
                       that surfaced regarding FACIS                                         e
                       federal compliance and funding
                       issues.
Executive              Committee felt that it was just There was a belief that steering     Transport
Sponsorship/Steering   receiving information that was  committee members need to clearly    ation
Committee              determined elsewhere, that they understand what the needs and        System
                       didn‘t‘ steer anything.         requirements for a system are        Planning
                                                                                            Steering
                                                                                            Committe
                                                                                            e
Executive              Steering committee lessons.     Need to build into the process an up Transport
Sponsorship/Steering                                   front orientation when there is a    ation
Committee                                              change in steering committee         System
                                                       membership or key personnel on the Planning
                                                       project.                             Steering
                                                                                            Committe
                                                                                            e
Lessons Learned        The Lesson!                  How could it have been done            Project
Category:                                           better or was done better?
Executive              Executives not ‗hands on‘    Executives should show their           SACWIS
Sponsorship/Steering   enough during project.       support and go out into the field to
Committee                                           train field staff before
                                                    implementation. Resistance from
                                                    the field can be eliminated if field
                                                    staff believe Central Office
                                                    Management understands how
                                                    difficult the changes would be and
                                                    are involved with the staff learning
                                                    the new business. Develop change
                                                    readiness activities that directly
                                                    involve Executive Management,
                                                    Program Managers and
                                                    Supervisors. Gaining the support of
                                                    Program Managers and Supervisors
                                                    will increase the probability of a
PMO Tools & Template   Tools & templates lessons.   Updating needed for tools and          ICM
Usage                                               templates. Some are obsolete on
                                                    the website.
PMO Tools & Template   PM had to dig up examples    Have completed documents               ICM
Usage                  from other projects          available from other projects on the
                                                    website. Have the ability to access
                                                    other project documents on the
                                                    PMO website
Lessons Learned         The Lesson!                          How could it have been done            Project
Category:                                                    better or was done better?
PMO Tools & Template    Some tools are inefficient and       Update PMO tools and templates.        ICM
Usage                   hard to find on the PMO web          Improve explanations on PMO file
                        page.                                structure for documentation
PMO Tools & Template    Lack of financial tools for the      Develop financial tools for the        ICM
Usage                   Project Manager.                     Project Manager
PMO Tools & Templates   Need a checklist for off the shelf   Develop a specific quote checklist     ICM
                        solutions.                           for off the shelf; team of people to
                                                             do it (IT and Business Analyst)
PMO Tools & Templates   RFP Lessons, not enough tools        Need standard tools/templates for      ICM
                        to help develop the RFP.             the project to use for drafting RFP
                                                             contents.
Policy and Program      In addition to this review period,   The extension was granted and          OSM
                        three public forums were held to     public attendance did occur at the
                        assure there was ample               additional forums. All public
                        opportunity for public               responses were considered, and all
                        responses, however almost no         respondents were contacted by mail,
                        one attended these forums,           email or phone and informed of the
                        then on the last day responses       status of their response.
                        could be submitted a joint letter
                        from stakeholders was
                        received. This letter requested
                        that the review period be
                        extended and that additional
Lessons Learned      The Lesson!                       How could it have been done             Project
Category:                                              better or was done better?
Program and Policy   DHS has been in the midst of      Program and policy changes are          ORCA2
                     an expansive organizational       being made in a multiyear effort to
                     review throughout the life of the significantly improve the delivery of
                     ORCA 2 Project. Remaking          service to clients while reducing the
                     DHS is challenging the long       overall cost of delivery and
                     standing program delivery         administration.
                     models used in Oregon to serve
Lessons Learned      The Lesson!                   How could it have been done           Project
Category:                                          better or was done better?
Program and Policy   Program and policy lessons.   Staff throughout DHS are involved in ORCA2
                                                   this effort to change some of the
                                                   very basic assumptions about
                                                   program services provided by DHS.
                                                   An effort of this magnitude takes
                                                   much concentrated attention from
                                                   the most skilled leaders within any
                                                   organization to be successful. Not
                                                   surprisingly, many of the key
                                                   individuals involved in ORCA 2
                                                   Project are also actively involved in
                                                   this effort as well. Remaking DHS is
                                                   already generating organizational
                                                   and programmatic changes that
                                                   directly affected the project and
                                                   individual project participants.
                                                   Without strong project leadership
                                                   and commitment, the level of
                                                   attention and resources needed for
                                                   success could easily have been
Program and Policy   Policy lessons.               Transition business first in policy   SACWIS
                                                   changes prior to implementing the
                                                   system. The system implementation
                                                   shouldn‘t be used to enforce
                                                   compliance with policy.
Lessons Learned      The Lesson!                     How could it have been done               Project
Category:                                            better or was done better?
Project Management   Project Manager lessons.        OIS has learned to name a Project         FACIS
                                                     Manager early in a project, and has
                                                     created a Project Management
                                                     Office to provide support for all
                                                     projects. OIS has also provided
                                                     Project Management training for
                                                     many people, thus ensuring a larger
                                                     pool of Project Managers for
                                                     technology projects, as well as
                                                     having more people familiar with
                                                     good project management practices.
                                                      This also helps OIS reduce its
                                                     reliance on outside contractors to
Project Management   Competing priorities prevent    Avoid other major new initiatives and     Debra
                     adequate participation from key organizational change during              Herrli
                     resources.                      implementation of a large project, if
                                                     possible. Recognize that all staff
                                                     have competing priorities.
                                                     Determine the hierarchy of priorities
                                                     and clearly communicate that to the
                                                     staff. Factor competing priorities
                                                     into project plan; be prepared for
                                                     project delays if other priorities take
Lessons Learned      The Lesson!                      How could it have been done           Project
Category:                                             better or was done better?
Project Management   Parameters for success of the    Establish goals, objectives and       Debra
                     system were inadequately         measures during the initiation and    Herrli
                     defined and measured. Without early phases of the project.
                     success criteria, there is not a Baseline the measurements and put
                     way to ascertain whether the     a mechanism in place to do periodic
                     project met the goals.           follow-up measurements.
                                                      Implement a continuous
                                                      improvement system to be utilized
                                                      after system implementation.
Project Management   Users need time to build         Apply expert assistance in            Debra
                     confidence in the new system.    improving/stabilizing business        Herrli
                                                      processes before implementing new
                                                      information technology system.
                                                      Plan for and acquire customer
                                                      resources for system development
                                                      (i.e. SME, Business analyst),
                                                      support (Service Desk tier 2), and
                                                      administration (security
                                                      management) early to address
                                                      knowledge ramp-up and capacity
Lessons Learned      The Lesson!                       How could it have been done           Project
Category:                                              better or was done better?
Project Management   Vendor small to medium; not       Develop a strong contract and         Debra
                     experienced with large projets;   statement of work, based on           Herrli
                     no project management or          lessons-learned and templates from
                     system development                other DHS projects. Select a vendor
                     methodology.                      with strong experience in these
                                                       types of projects. Ensure that the
                                                       vendor understands that the State
                                                       WILL manage to the contract (have
                                                       discussion at contract negotiation
                                                       time).
Project Management   Inadequate contract               Plan ahead for contract               Debra
                     administration allows vendor to   administration. Assign a specific     Herrli
                     get by without meeting contract   person to be responsible for
                     terms; causes poor project        administering the contract.
                     quality and cost overruns; may
                     result in legislative oversight
                     and negative publicity.
Project Management   Vendor is not able to meet        Work closely with the vendor from   Debra
                     terms of contract for various     day 1. have frank conversations     Herrli
                     reasons; contract must be         and make corrections as early as
                     terminated.                       possible. Manage to the contract.
                                                       Modify the contract in a timely
                                                       manner if needed. Involve the
                                                       Office of Contracts and Procurement
Lessons Learned      The Lesson!                        How could it have been done           Project
Category:                                               better or was done better?
Project Management   No common understanding of         Contract needs to have clear SOW,     Debra
                     contract terms, SOW,               clear escalation of issues            Herrli
                     requirements and expectations.
Project Management   Disagreements over              Include definitions in the contract to   Debra
                     interpretation of terminology   define critical terms, such as           Herrli
                     slow vendor / customer problem  mission critical processes, severity
                     solving and cause friction. Timelevel, and response time. Be
                     and resources are spent on re-  specific in definitions. Connect
                     defining expectations.          system requirements defined in the
                                                     contract with process flows and
                                                     contextual information.
Project Management   Technology on leading edge;     Plan far in advance for hiring to        Debra
                     difficult to find experienced   allow for multiple recruitments.         Herrli
                     technologists.                  Supplement staff with contractors.
Project Management   The amount of effort to do data This is a huge issue for all major IT    Debra
                     migration is a far more         projects and should not be               Herrli
                     significant workload (due to    underestimated. Schedule ample
                     multiple legacy file and field  time to migrate data. Need to have
                     formats) than is ever           available subject matter experts with
                     anticipated. Timelines and      the time and knowledge of the
                     workload for impacted Business legacy data to assist with decision
                     users is not fully recognized   making and have ability to obtain
                     from the conversations or the   temporary staff to re-key, clean up
                     time allotted by the vendor.    old data that cannot be massaged
                                                     by IT system analyst scripts.
Lessons Learned      The Lesson!                          How could it have been done              Project
Category:                                                 better or was done better?
Project Management   Interfacing with other systems       Limit initial deployment of interfaces   Debra
                     may be difficult and time            to the mission critical ones. Add        Herrli
                     intensive.                           others in future phases.                 Summary
Project Management   System response time is slow         Ensure network is properly               Debra
                     after implementation.                configured and can withstand added       Herrli
                                                          activity. Do appropriate load testing.   Summary
                                                           Upgrade computer equipment
                                                          ahead of implementation. Ensure
                                                          system is scalable.
Project Management   Lengthy procurement process;         Establish strong communication ties      Debra
                     may cause project delays.            with the procurement office.             Herrli
                                                          Mutually agree on a procurement          Summary
                                                          schedule and manage to the
Project Management   Policy decision process is not       Establish a formal process for           Debra
                     timely; late decisions that affect   decision making that includes            Herrli
                     the project may cause delays.        escalation after a prescribed period     Summary
                                                          of time to executive management.
                                                          Recognize that delays in decision
                                                          making will extend the schedule.
Project Management   DHS culture of collaboration         Establish a formal process for           Debra
                     causes project delays; decisive      decision making that includes            Herrli
                     decisions are not made in a          escalation after a prescribed period     Summary
                     timely manner.                       of time to executive management.
                                                          Recognize that delays in decision
                                                          making will extend the schedule.
Lessons Learned      The Lesson!                      How could it have been done             Project
Category:                                             better or was done better?
Project Management   Requirements for new system      Allocate appropriate time for           Debra
                     not clearly understood or not    requirements gathering. Do not          Herrli
                     defined to a sufficient level of shortcut this part of the project.      Summary
                     detail.                          Follow established requirements
                                                      methodology, which includes
                                                      mapping of current processes and
                                                      connecting written requirements to
                                                      the processes.
Project Management   Lack of confidence and trust     Provide opportunities for the project   Debra
                     between the OIS Project Team team and business representatives           Herrli
                     and the Business Unit impacts to meet and engage in team                 Summary
                     project effectiveness            activities. (Process mapping is a
                                                      great way to engage both teams.)
                                                      PM should engage in relationship
                                                      building with executive management.
Project Management   Project Governance Structure is Agree on, document and                   Debra
                     not effective or appropriately   communicate the project                 Herrli
                     utilized.                        governance structure. Manage to         Summary
                                                      the structure; reevaluate and adjust
                                                      if structure does not provide
Project Management   Aggressive project schedule.     Recognize that managing to an           Debra
                                                      aggressive schedule will have           Herrli
                                                      impacts on project cost and quality.    Summary
Lessons Learned      The Lesson!                       How could it have been done            Project
Category:                                              better or was done better?
Project Management   Requirements changes are not      Implement a formal requirements        Debra
                     managed; scope of project         management process and manage          Herrli
                     becomes ever larger without       to the process.                        Summary
                     appropriate oversight.
Project Management   Project has major cost overruns. This is a symptom of poor planning,     Debra
                                                       gold-plated requirements or poor       Herrli
                                                       scope management. Refer to the         Summary
                                                       risks in those areas for mitigation.
                                                       Be prepared to evaluate and cancel
                                                       the project if cost overruns can not
                                                       be controlled.
Project Management   Quality of the software delivered Ensure that appropriate quality        Debra
                     is low.                           control mechanisms are in place.       Herrli
                                                                                              Summary
Project Management   Most projects take longer than    Use a phased-in or iterative           Debra
                     anticipated.                      approach, as appropriate, to realize   Herrli
                                                       benefits as early as possible and to   Summary
                                                       show continual and
Lessons Learned      The Lesson!                       How could it have been done               Project
Category:                                              better or was done better?
Project Management   S5takeholder expectations are     Collaborate with stakeholders to          Debra
                     not met as plan evolves.          manage change, do discrete plan           Herrli
                                                       refreshes and present options to          Summary
                                                       steering committee for decisions at
                                                       each major phase. Ensure
                                                       agreement and common
                                                       understanding of all roles and
                                                       responsibilities. Coordinate with
                                                       OIS and business units for status,
Project Management   Maintenance team is not           Prepare for transition to operations      Debra
                     equipped to take on               at start of project. Include plans for    Herrli
                     maintenancne of the new           staffing for maintenance during the       Summary
                     system.                           business case development.
Project Management   DHS hiring process is slow and    Begin recruitments far ahead of           Debra
                     some positions are difficult to   when the staff is needed to be on         Herrli
                     fill; may result in an            board. Plan for multiple                  Summary
                     understaffed team or a team       recruitments for some positions.
                     with a lack of experience.        Plan for the possibility of backfilling
                                                       some positions with contractors if
                                                       successful hiring can not be
                                                       executed in a timely manner.
Lessons Learned      The Lesson!                      How could it have been done              Project
Category:                                             better or was done better?
Project Management   Project managers with            If an experienced DHS project            Debra
                     appropriate experience are       manager is not available, consider       Herrli
                     difficult to find.               hiring using a nation-wide               Summary
                                                      recruitment. Ensure PM has strong
                                                      oversight other first year of service.
                                                      Do an interim performance review
                                                      and provide regular feedback.
                                                      Engage PM in internal PM network
                                                      for mentoring and support. Peer
                                                      review project management artifacts.
Project Management   Project team is inexperienced,   Bring staff on as early as possible.     Debra
                     therefore not high performing.   Spend time building a high-              Herrli
                                                      performing team. Connect team            Summary
                                                      members with experienced people
                                                      on other projects; provide mentor
Project Management   Building construction and IT     Building projects need to include a      Debra
                     efforts are not coordinated.     joint construction and IT planning       Herrli
                     Uncoordinated project            effort.                                  Summary
                     schedules impact progress of
                     both parts of the project.
Lessons Learned      The Lesson!                      How could it have been done             Project
Category:                                             better or was done better?
Project Management   Building construction planning   All new requirements or modification    Debra
                     does not always fully            suggestions that would benefit the      Herrli
                     understand the implications,     construction side of the project must   Summary
                     impacts and disadvantages of     be explained, analyzed and
                     making prudent construction      evaluated with and by project IT
                     changes like saving materials,   personnel in advance of any
                     taking a short cut, re-routing   decisions or agreements being
                     conduits, changing material      made. IT approval must be
                     types/manufactureers, etc.       achieved in advance of any changes
                     These types of changes           made by the construction side that
                     although make sense in a         deviates from the agreed to plan,
                     building construction sense can materials, times, quality etc.
                     often have far reaching re-work,
                     time costs, and quality costs on
                     the IT portion of the phase or
                     build. Networking, cabling,
                     stabilization, space, IT
Project Management   Lack of experience in            Obtain a representative from a          Debra
                     coordinating large joint         project or agency with building         Herrli
                     construction and IT projects.    construction and IT project             Summary
                                                      implementation knowledge to
                                                      participate on the B-HIP Project
                                                      Steering Committee. (Dept of
Lessons Learned      The Lesson!                    How could it have been done        Project
Category:                                           better or was done better?
Project Management   Did not involve OIS personnel  Need to more actively engage OIS   LIMS
                     enough in early phases of RFP. personnel in early phases of the
                                                    RFP. Invite them to RFP meetings.
Project Management   5 Project Managers – Loss of   Update all project docs –          LIMS
                     continuity.                    recommendation, statement of work,
                                                    project plan, business case,
                                                    communication plan etc.
Lessons Learned      The Lesson!                How could it have been done           Project
Category:                                       better or was done better?
Project Management   Project Manager lessons.   Noted by all participants groups      ORCA2
                                                interviewed was the leadership
                                                specifically exhibited by the project
                                                manager from DHS OIS. The project
                                                manager consistently moved the
                                                project along by focusing on the
                                                deliverables expected from the
                                                activities and processes occurring
                                                by contractors and DHS staff. The
                                                project manager understood the
                                                status of project deliverables that
                                                were in danger of missing due dates
                                                and looked for ways to overcome
                                                problems and reduce project risks.
                                                The approach by the project
                                                manager remained steadfastly
                                                focused on what work needed to be
                                                accomplished and how to get that
                                                work done without delay.
Lessons Learned      The Lesson!                How could it have been done              Project
Category:                                       better or was done better?
Project Management   Project Manager lessons.           Matching the skills, expertise   ORCA2
                                                and style of the DHS project
                                                manager to the Alliance project
                                                manager contributed to successful
                                                implementation as well. With very
                                                little flex time built into the original
                                                project schedule, the need to
                                                communicate succinctly between
                                                DHS and Alliance increased
                                                dramatically. Both project managers
                                                brought the right skills at the right
                                                time to the project, increasing the
                                                likelihood that the ORCA 2 Project
Lessons Learned      The Lesson!                        How could it have been done            Project
Category:                                               better or was done better?
Project Management   Project Management lessons.         The ORCA 2 Project was well           ORCA2
                                                        defined and managed through the
                                                        collaborative efforts of the OIS and
                                                        Alliance project managers. The
                                                        goals of the project were clearly
                                                        stated. User requirements were
                                                        identified and met. Identification of
                                                        deliverables, responsibility for
                                                        primary tasks, level of effort
                                                        expected, due dates, dependencies,
                                                        and assumptions were documented
                                                        and discussed on a routine basis.
                                                        Status on the progress of each
                                                        deliverable was tracked and
                                                        reported to the steering committee
                                                        members no less than once a
                                                        month. Corrective action plans
                                                        accompanied any reports of
                                                        deliverables that were overdue.
                                                        Deliverables encountering difficulties
                                                        that required policy guidance from
                                                        the steering committee were
Project Management   Project Managers on other          PM used Excel spreadsheet for          ICM
                     projects do not utilize the same   Resource Task sheets
                     tools Consistency.
Lessons Learned      The Lesson!                     How could it have been done               Project
Category:                                            better or was done better?
Project Management   AS-IS documentation was vital   Use an AS-IS Process Analysis to          SACWIS
                     in the development of           develop branch specific action
                     communications to the field.    plans. This plan should contain a
                                                     structured tool by which to
                                                     document the current process and a
                                                     team dedicated to documentation.
                                                     This team must be able to travel
                                                     throughout the state to document
                                                     process and must possess
Project Management   APD lessons.                    Revisit planning document annually?       Transport
                                                     (APD) (This suggestion is for large       ation
                                                     projects that span multi years)           System
                                                                                               Planning
                                                                                               Steering
                                                                                               Committe
                                                                                               e
Project Management   Scope Lessons.                  Build in PM methodology the               Transport
                                                     constant re check of project scope        ation
                                                     (especially for large multi year          System
                                                     projects, but helpful for all projects)   Planning
                                                                                               Steering
                                                                                               Committe
                                                                                               e
Lessons Learned      The Lesson!                        How could it have been done               Project
Category:                                               better or was done better?
Project Management   Project Management lessons.        Plans and processes were
                                                        developed in advance for
                                                        acceptance of deliverables, testing
                                                        of the application, training for the
                                                        trainers, training for the field staff,
                                                        communication strategies with the
                                                        field staff, data conversion of both
                                                        case and financial information, pilot
                                                        operations, system implementation,
                                                        and production of reports after
                                                        implementation. This allowed the
                                                        staff assigned to any specific
                                                        deliverable to follow the outlined
                                                        plan and produce the deliverable
Project Management   Having three different Office of   To minimize the impact of such            GAP
                     Information Services project       changes in the future, OIS should         Project
                     managers created disruption of     prioritize management transition
                     relationship with both Children    planning as part of their project
                     and Families staff and             management methodology.
                     contracted vendor staff while
                     eahc new Project manager was
                     getting oriented.
Lessons Learned            The Lesson!                    How could it have been done             Project
Category:                                                 better or was done better?
Project Management     Stakeholders have expectations Establish clear understanding early
                       that the parameters specified in in the project that estimates will be
                       the business case will remain      evaluated and tuned through the
                       the same as the project            process of detail planning. Expect
                       progresses.                        estimates to change-they will.
Project Management     During Implementation (actual      Estimate 50% of normal productivity
                       rollout) of the new system, the    for the first month, then improving
                       productivity of staff doing client gradually over the next 3 months.
                       care is greatly reduced while      Fund for hiring and training
                       they learn the new processes.      additional staff who can work during
                                                          this period. Prepare for higher-than-
                                                          usual turnover.
Project                Many communication methods These methods of communication                  Oregon
Management/Communicati were used, some described as included but were not limited to;             Safety
on                     effective, while others did not    emails, memos, messages posted          Model
                       accomplish the goals of the        on the OSM website, and ongoing
                       communication.                     consultation with the program
                                                          consultants.
Project                The field began receiving          The interviewee's discussed being       Oregon
Management/Communicati emails several months before       aware of the effectiveness of emails    Safety
on                     implementation and it was up to and described the use of them as,          Model
                       the individuals to read them.      'Short and sweet emails. We
                                                          understand how people treat emails
                                                          and wanted to be respectful of their
                                                          time.'
Lessons Learned          The Lesson!                    How could it have been done            Project
Category:                                               better or was done better?
Project                Consultants provided training    We really underutilized one-on-one     Oregon
Management/Communicati for unit meetings, answered      communication. We were a bit           Safety
on                     questions and clarified OSM      inclusive with some groups and         Model
                       information. This was the only   should have provided a more
                       one on one, small group          consistent message to larger groups.
                       communication described by
                       those interviewed.
Project                The field would say that the     They believed that if it had been      Oregon
Management/Communicati communication with community     done sooner many of the                Safety
on                     partners was not adequate.       misconceptions would have been         Model
                       Those who were interviewed       resolved.
                       commented that not enough
                       was done to share updates and
                       timelines regarding the
                       implementation of the OSM with
                       community partners.
Project                Community partners had a hard    Handouts were given during this     Oregon
Management/Communicati time grasping the concepts       presentations, and a question and   Safety
on                     because they did not see the     answer forum occurred. Community Model
                       inner workings of the model.     partners also had access to all the
                                                        online information that staff had
                                                        access to, which many commented
                                                        was helpful to the partners.
Lessons Learned          The Lesson!                        How could it have been done            Project
Category:                                                   better or was done better?
Project                  As they described the              Several methods of communication       Oregon
Management/Communicati   communication modes, they          were described as effective, and all   Safety
on                       mentioned which were effective three focus groups seemed to make          Model
                         and ineffective. Interestingly     consistent comments on what
                         email was listed in both           communication worked. The initial
                         categories, as focus group         as well as on-going communication
                         participants felt it was the best  was disseminated from supervisors
                         way to disseminate information and Program Managers. The
                         to a variety of people, but        majority of all OSM communication
                         ineffective because many           or upcoming events were described
                         workers do not take time on a      as occurring in, All-Staff and unit
                         regular basis to read their email. meetings. Another form of effective
                                                            communication was from the
                                                            Program Consultants. Again, all
                                                            three focus groups ranked this as an
                                                            effective method of communication
                                                            and felt supported by their
                                                            consultant during implementation.
Lessons Learned          The Lesson!                       How could it have been done             Project
Category:                                                  better or was done better?
Project                  None of the workers felt like     Several of the supervisors              Oregon
Management/Communicati   they were in an environment for commented that they took the              Safety
on                       'give and take'. They felt like   initiative to be on the steering        Model
                         they were not allowed to          committees, or OSM workgroups.
                         comment, in fact many people      By doing this they were able to
                         worked through the OSM            acquire first hand information and
                         changes within their unit or in a bring the information they received
                         group setting with their co-      back to their workers.
                         workers and didn't make
                         comments about how they were
                         affected. Workers also
                         commented that there seemed
                         to be no consistency with the
                         direction and answers that were
                         given to the various branches
                         and everyone seemed to
Project                  Appropriate executive             Engage executive sponsors early.
Management/Executive     sponsorship and involvement is Build relationships; set realistic
Sponsorship              not obtained.                     expectations. Encourage executive
                                                           sponsor and key managers to take
                                                           an active and visible role in project
                                                           oversight. Engage all individuals in
                                                           management or leadership positions
                                                           to do all they can to promote the
                                                           project.
Lessons Learned          The Lesson!               How could it have been done               Project
Category:                                          better or was done better?
Project                  Phased rollout lessons.   Phased rollout, if possible, does not     SACWIS
Management/Implementatio                           stress project and state resources
n Strategy                                         like an entire system rollout does.
                                                   Phased approach allows using
                                                   lessons learned from each phase on
                                                   the next phase.
Project                  Big Bang lessons.         ‗Big bang‘ development and                SACWIS
Management/Implementatio                           implementation are the least
n Strategy                                         expensive approaches over the
                                                   length of the project.
Project                  Big Bang lessons.         ‗Big bang‘ implementation allows          SACWIS
Management/Implementatio                           training to be performed all at once,
n Strategy                                         which is more efficient. Some users
                                                   prefer this approach.
Project                  Phased rollout lessons.   Incremental development and               SACWIS
Management/Implementatio                           implementation allows time for
n Strategy                                         refinements to the system design,
                                                   development procedures, change
                                                   readiness plan and training.
Project                  Phased rollout lessons.   Incremental development enables           SACWIS
Management/Implementatio                           the state to pay in smaller amounts
n Strategy                                         over a longer period of time,
                                                   mitigating the risk that the state will
                                                   not have sufficient funds in a given
Lessons Learned            The Lesson!                      How could it have been done          Project
Category:                                                   better or was done better?
Project                    Phased rollout lessons.          Incremental implementation is a less SACWIS
Management/Implementatio                                    disruptive process for users.
n Strategy
Project                    Phased rollout lessons.         The help desk and other support        SACWIS
Management/Implementatio                                   components can mature before
n Strategy                                                 demand peaks.
Project                  Phased rollout lessons.           Performance issues can be              SACWIS
Management/Implementatio                                   identified and addressed before all
n Strategy                                                 users are affected.
Project                  Incremental Implementation.       Incremental implementation allows      SACWIS
Management/Implementatio                                   change readiness activities to be
n Strategy                                                 modified to emphasize those that
                                                           prove most effective in the state.
Project                  All states agreed that in the     1. Offer overtime for workers during   SACWIS
Management/Implementatio early stages of the roll out      and for some time after roll out. 2.
n Strategy               management should expect that Make sure there are Super-Users
                         staff workload would increase     and Subject Matter Experts in
                         significantly. None of the states branches for from some time after
                         felt they had adequately          roll-out. Rhode Island had their
                         anticipated the magnitude of      SME's in branch for 2 months after
                         this and provided the following   roll out and Maine had them in place
                         solutions.                        for nearly one year. This allows for
                                                           technical and training issues to be
                                                           addressed in branch, with the least
                                                           amount of impact to field workload.
Lessons Learned          The Lesson!                         How could it have been done              Project
Category:                                                    better or was done better?
Project                  Implementation lessons.             Use daily goals for the users after      SACWIS
Management/Implementatio                                     implementation so users can see
n Strategy.                                                  small successes in their ability to
                                                             use the system.
Project                     Phased rollout lessons.          Converting less data at each step        SACWIS
Management/Implementatio                                     facilitates data cleansing.
n Strategy/Data Migration
Project                     Phased rollout lessons.          Testing is more thorough, because        SACWIS
Management/Implementatio                                     there is less to test at any one time.
n Strategy/Testing
Project                     Publishing integrated plan (IPP) Delegate individual plans to team        DSSURS
Management/Integrated       lessons                          members
Project Plan
Lessons Learned            The Lesson!            How could it have been done            Project
Category:                                         better or was done better?
Project                    Oversight lessons.     OIS and SCF have learned that          FACIS
Management/Oversight                              large projects need a good project
Contractor                                        oversight contractor. The project
                                                  was fortunate that it had good
                                                  project oversight (Solutions
                                                  Consulting Group). The oversight
                                                  contractor was persistent in
                                                  identifying the problem areas. While
                                                  sometimes it took a while to correct
                                                  the problem the oversight contractor
                                                  never let issues drop. Also, there
                                                  was great value in having the
                                                  oversight contractor of the
                                                  development phases involved in the
                                                  initial planning for the project. This
                                                  background helped give them insight
                                                  any other outside observer may not
Project Management/Pilot   Development lessons.   Use pilot projects to understand
Projects                                          effectiveness of tools
Lessons Learned           The Lesson!                       How could it have been done          Project
Category:                                                   better or was done better?
Project Management/Post   While staff throughout VRD        Project staff are capturing the      ORCA2
Implementation changes    were advised of what would be     suggestions and changes requested
                          included in the upgrade to        and will be sharing those with
                          ORCA 2, some field staff were     Alliance in discussions about future
                          disappointed that more            features in upcoming releases of
                          functionality and features were   AWARE ™ .
                          not included in the system.
                          Based on their past experience
                          with changes made within
                          ORCA 1, some field staff
                          expected to have VRD staff
                          modify the ORCA 2 system to
                          meet their specific business
                          practices and preferences.
Project                   Project documentation lessons.     A thorough compilation of           ORCA2
Management/Project                                          documentation from the ORCA 2
Documentation                                               Project exists within DHS. Properly
                                                            organized and accessible, this asset
                                                            can be invaluable during subsequent
                                                            work in VRD. Other DHS projects
                                                            seeking answers to business issues
                                                            or project management challenges
                                                            can benefit from using this
                                                            substantial body of work.
Lessons Learned      The Lesson!                       How could it have been done              Project
Category:                                              better or was done better?
Project              Project documentation lessons. While the project was substantially
Management/Project                                     completed within less than 12
Documentation                                          months, project participants used the
                                                       documentation regularly to confirm
                                                       decisions that were made or check
                                                       for a detail that escaped them and
                                                       was needed for consistency in
                                                       another task.
Project              Project documentation lessons. Documentation of the work                   FACIS
Management/Project                                     completed was as important as the
Project              The project plan required the     This required project managers and       FACIS
Management/Project   development of written            participants to exhibit great strength
Planning             documentation to be produced and discipline as documentation took
                     for each project deliverable, for time away from what some
                     issue tracking and resolution,    participants called ―the real work‖ of
                     for steering committee            the project. Alliance brought many
                     meetings, and other decision      tools and templates that were used
                     making events.                    as models for documentation and
                                                       complimented the existing DHS
                                                       models for documentation.
Project              Project Management/Project        As the environment surrounding           ORCA2
Management/Project   Planning lessons                  ORCA 2 changed rapidly, the project
Planning                                               methodically planned, managed and
                                                       implemented changes.
Lessons Learned      The Lesson!                       How could it have been done              Project
Category:                                              better or was done better?
Project              Project Management/Project        Developing, managing, and                ORCA2
Management/Project   Planning lessons.                 following a detailed project work
Planning                                               plan and schedule was critical to the
                                                       success of the project.
Project              Project planning lessons.         Flexibility to change the project work   ORCA2
Management/Project                                     plan was absolutely necessary in
Planning                                               certain situations.
Project              The work plan was treated as a    Project participants developed an        SACWIS
Management/Project   living document that could be     alternative implementation plan
Planning             changed as needed. This was       within a very short period of time
                     obvious when data conversion      that reduced the risk of failure by
                     during pilot operations           using a ―big bang‖ approach. Faced
                     encountered unexpected            with resolving a problem without
                     problems. Rigidly following the   delaying the project schedule, the
                     implementation plan and           team exhibited their flexibility,
                     staggering implementation over    prepared a solution that maintained
                     a two week period would not       the schedule and avoided a data
                     have been successful.             conversion problem entirely.
Project              Standard Desktop Procedures       On future projects have the Training     EDMS
Management/Project   developed after training.         Manager included in the                  Enhance
Planning             Workers didn‘t know how to        development of new standardized          ment
                     perform their work on the new     desktop procedure manuals prior to       Project
                     system.                           training efforts as well as project
                                                       implementation.
Lessons Learned        The Lesson!                      How could it have been done            Project
Category:                                               better or was done better?
Project                Contingency planning could       Involve reviewers from the business DSSURS
Management/Project     have been better.                and technical teams to review
Planning/Contingency                                    Contingency plan.
Project                Contingency planning—manage Next best step based on time, being ICM
Management/Project     and communicate ―Plan B‖ and able to talk through it.
Planning/Contingency   ―what ifs‖. How to present the
                       contingency plan.
Project                Risk management lessons.         OIS and SCF, with assistance from FACIS
Management/Project                                      the oversight contractor, learned to
Planning/Risk Mgt                                       manage and mitigate the project
                                                        risks by identifying the risks,
                                                        monitoring the project risks closely,
                                                        and practicing mitigation strategies
Project                Risk lessons.                    Risk/Mitigation—Identify what          ICM
Management/Project                                      makes a risk versus an issue. Look
Planning/Risk Mgt                                       for definition to publish and
                                                        document in PMO website
Project                Mitigation Didn't work on follow PM to track at a detail level more     ICM
Management/Project     thru; mitigating the risk better diligently
Project                Mitigation Clearly identifying   More consistency in reviewing risks ICM
Management/Project     what defines a risk versus an    and issues at status meetings.
Planning/Risk Mgt      issue                            Concentration on how to mitigate
                                                        risks. Bring risks to a different part
                                                        of the meeting (not at the end)
Lessons Learned           The Lesson!                         How could it have been done             Project
Category:                                                     better or was done better?
Project                 No owner for the risk and issue       Identify ownership and follow           ICM
Management/Project      log.                                  through—Improve visibility
Project                 Identify what makes a risk            Maintaining risk management log         ICM
Management/Project      versus an issue. Look for
Planning/Risk Mgt       definition to publish and
                        document in PMO Website and
Project                 Requirements are 'gold-plated',       Users often fear that they will not get
Management/Requirements needlessly raising project cost,      their special features in the system if
                        time and risk.                        they don't ask for them in the initial
                                                              implementation. This cases
                                                              requirements definitions to include
                                                              'nice to have' things that are
                                                              categorized as 'must have'.
                                                              Mitigation of this risk requires
                                                              communication of a clear vision from
                                                              executive management and strong
                                                              middle-management with knowledge
                                                              of the processes providing oversight.
Project                   Requirements included 'want to       Define needs vs. wants.                LIMS
Management/Requirements   have' rather than 'need to have'
Project                   Need a standard requirements         Develop a standard requirements        ICM
Management/Requirements   software tool with a tutorial and   software tool with a tutorial and one
                          one day lesson.                     day lesson
Lessons Learned         The Lesson!                       How could it have been done              Project
Category:                                                 better or was done better?
Project                 Standard requirements tool with   Generic/standard requirements            ICM
Management/Requirements a tutorial.                       checklists with high level office
                                                          contacts
Project                 Standard format for recording     Identify business owner for              ICM
Management/Requirements requirements.                     individual requirements earlier in the
Project                 Using other projects gathered     Better partnering on requirements        ICM
Management/Requirements requirements was complicated,     development with the business
                        but was a good baseline.
Project                  Post implementation problems      Have a formal requirements              EDMS
Management/Requirements relating to the fax were          acceptance meeting. Be sure that         Enhance
                        contributors to the current       UAT testing validates that the           ment
                        application backlog.              deliverables are really ready for        Project
                        Requirements weren't met by       implementation, don‘t take the
                        initial fax implementation.       contractor‘s word that the product is
                                                          ready.
Project                 Need standard reporting of        Develop standard reporting of            ICM
Management/Requirements requirements when recording       requirements when recording the
                        the requirements.                 requirements.
Project                 Need a single owner for an         Develop a single owner for an           ICM
Management/Requirements electronic source – the side of   electronic source – the side of
                        capturing requirements.           capturing requirements
Lessons Learned         The Lesson!                        How could it have been done            Project
Category:                                                  better or was done better?
Project                 The project struggled with the     Detailed business requirements are     GAP
Management/Requirements lack of sufficiently defined       a helpful tool to create this common   Project
                        detailed business requirements.    understanding.
                         The requirements document
                        was at too high a level for the
                        developers to use as a basis for
                        design documents. As a result,
                        design documents were never
                        completed and much time was
                        spent reworking portions of
                        code as additional requirements
                        were identified.
Project                 Business Ownership Lessons         Establish Business Ownership from      ICM
Management/Requirements                                    the beginning of the project for
/ Business Ownership                                       better partnering on requirements
                                                           development.
Project                 Business Ownership Lessons.        50/50 ownership with Business and      ICM
Management/Requirements                                    OIS
/Business Ownership
Project                 Business Ownership Lessons.        Identify business owner for            ICM
Management/Requirements                                    requirements of other projects.
/Business Ownership
Project                 Business Ownership Lessons.        Identify a business owner for          ICM
Management/Requirements                                    individual requirements earlier in the
/Business Ownership                                        process.
Lessons Learned           The Lesson!                      How could it have been done             Project
Category:                                                  better or was done better?
Project                   Technical requirements not       Task technical staff with developing LIMS
Management/Requirements   understood by business.          hardware requirements. Review and
/Technical                                                 share with business.
Project                   IT not involved with technical   Meet at the beginning of                LIMS
Management/Requirements   requirements soon enough.        requirements gathering to discuss
/Technical                                                 technical requirements with IT
                                                           –hardware needed, etc.
Project                   Business staff availability is   Whenever possible, additional staff
Management/Resources      tight; may cause business        should be hired to backfill on daily
                          frustration, project delays or   work so the appropriate experienced
                          inadequate business              staff have available time to work on
                          involvement                      the project. (requirements, testing,
                                                           business transition, training, etc).
                                                           Overtime may still be required.
Project                   The time and effort required     Additional staff should be hired to do
Management/Resources      from the Business is seriously   the daily job while the existing
                          underestimated. It is impossible experienced staff concentrate on
                          to do 'business as usual' with   making decisions and contributing to
                          the existing staff (including    the project needs (requirements,
                          managers) and deal with the      testing, business transition, training,
                          project needs at the same time. etc) Overtime may still be required.
Lessons Learned            The Lesson!                      How could it have been done            Project
Category:                                                   better or was done better?
Project                  Users were not satisfied with      Begin project with architectural
Management/Resources     delivered system.                  assessment and mapping of existing
                                                            processes to ensure proper context
                                                            and alignment. Implement project in
                                                            phases or use iterative development
                                                            methods to obtain continual forward
                                                            movement and buy-in. Perform
                                                            formal business transition activities.
Project Management/Roles The project lacked                 Clearly defining roles and             GAP
and Responsibilities     documentation of defined roles responsibilities and documenting the Project
                         and responsibilities; so at points definitions can go a long way
                         during the project, it was         towards reducing confusion during
                         unclear who was responsible for the project's duration.
                         doing what activities.
Project                  Original timeline promised to      Allow enough time in the timeline to DSSURS
Management/Scheduling    CMS for Sybase db retirement       accurately predict when retirement
                         is not realistic now as a result,  of the database is realistic.
                         cost savings and benefits are
Project                   Master WBS could have been Keeping WBS detail; find a way to             DSSURS
Management/Scheduling    better managed.                    extract separate task timelines
Lessons Learned         The Lesson!           How could it have been done          Project
Category:                                     better or was done better?
Project                 Scheduling lessons.   Project timelines should allow ample SACWIS
Management/Scheduling                         time for the complicated nature of
                                              systems. Adequate time must be
                                              planned in the time frame between
                                              system completion and
                                              implementation date. This allows for
                                              necessary user testing and time for
                                              modifications based on field needs.
                                              Push back the implementation date
                                              to allow for critical tasks to be
                                              completed.
Lessons Learned         The Lesson!                        How could it have been done            Project
Category:                                                  better or was done better?
Project                 Not allowing time at the back      Anticipate and develop a strategy to   SACWIS
Management/Scheduling   end of a project could cause       address a temporary loss of
                        significant risk to the project.   productivity when the system is
                        This is the time when all of the   implemented. Plan for higher than
                        behind schedule tasks eat up       expected staff turn over.
                        any extra time allotted for user
                        testing, training, and
                        modifications to the system.
                        Absolute implementation dates
                        imposed by management cause
                        problems. Have to proceed
                        with implementation even
                        though some SACWIS features
                        were not working properly, the
                        field was not prepared, and
                        logistics not developed
Project                 Forecasting was not                Effective forecasting results in a     GAP
Management/Scheduling   consistently used on the GAP       range of dates (best case scenario     Project
                        project. Because there was not     to worst case scenario) which allow
                        a detailed scope definition for    the project manager, the customer,
                        the project and no work plan for   and the resource manager time for
                        accomplishing that scope, it       appropriate planning for future
                        was difficult to forecast          initiatives.
                        completion dates.
Lessons Learned            The Lesson!                       How could it have been done           Project
Category:                                                    better or was done better?
Project                  Many commented that the             If there had been adequate funding, OSM
Management/Scheduling/   Holder Group underestimated         implementation may have been
Budget                   the amount of time and energy       more consistent throughout the state.
                         that was needed to successfully
                         implement the model. Initially
                         only ninety days were allotted
                         for creation of the procedure
                         manual, however this task took
                         much longer, in fact some
                         pieces of the procedure manual
                         have yet to be released. Time
                         was not the only obstacle the
                         Holder Group faced; funding
                         was also an issue, which made
Project Management/Scope Scope was defined originally,       SCF and OIS have learned to            SACWIS
                         but was not stringently followed,   control the scope of the project by
                         nor were changes adequately         deciding what functions are critically
                         documented or re defined.           needed by the division, and when,
                                                             and have learned to compromise
                                                             and give and take as needed.
Project Management/Scope Scope wasn‘t managed well by        Talk to vendors, provide more          LIMS
                         the vendor.                         details on requirements and
Project Management/Scope Architect pinned the sponsors       Scope should have been defined         ICM
                         on specific document scope          earlier in the pre-initiating process
                         statement
Lessons Learned          The Lesson!                          How could it have been done             Project
Category:                                                     better or was done better?
Project Management/Scope Managing scope                       Create a checklist for responsibilities ICM
                         expansion—money, resources
                         & time.
Project Management/Scope Scope management/change              IT lead and business lead to work      ICM
                         management & priorities              together
                         problems.
Project Management/Scope Could have done better              It would be helpful to develop a         FACIS
                         continually revisiting the scope.   checklist of major items as
                                                             checkpoints against the scope; this
                                                             could be used to be sure the project
                                                             is on track, evaluate contractor
                                                             performance, etc.
Project Management/Scope While the feedback from the         In hindsight, it may have been more TWIST
                         users is positive on the rollout of beneficial to limit scope by
                         the product, it has been            prioritizing functionality for releasing
                         mentioned that the State may        product sooner, with the ability to
                         have overly compensated to          add on features and functionality in
                         meet everyone‘s expectations. a more rapid but phased approach.
Project Management/Scope Scope Lessons.                      Keep design and scope                    TWIST
                                                             (expectations) within limitations
Lessons Learned      The Lesson!                         How could it have been done               Project
Category:                                                better or was done better?
Project              Testing lessons.                    OIS and SCF staff have put checks         FACIS
Management/Testing                                       and balances and testing processes
                                                         in place, and they will continue to be
                                                         improved as new releases and
                                                         modules are developed and
                                                         deployed.
Project              A Testing Methodology was            It may have been helpful for the         TWIST
Management/Testing   developed which included            State to better define the testing role
                     Testing Scripts for each type of    and technical skill set as well as
                     use case, but many staff            product knowledge required to be an
                     thought they were not technical     effective tester. Staff that had not
                     enough or had a good                performed this type of task before
                     understanding of the TWIST          were asked to participate due to
                     product to adequately perform       staffing issues.
Project              Testing lessons learned.            Use credible example cases and            SACWIS
Management/Testing                                       data elements for testing.
Project              Testing lessons learned.            Focus testing on requirements:
Management/Testing                                       Involve testers with requirements
                                                         early, Plan testing effort, Analyze
                                                         requirements for problems.
Project              The test cases were not traced      Documentation is particularly             GAP
Management/Testing   back to requirements and as a       important when an external vendor         Project
                     result, it is unclear whether the   is being used, both to verify work as
                     end product met the specific        it
                     business requirements or not.
Lessons Learned      The Lesson!                   How could it have been done             Project
Category:                                          better or was done better?
Project              Not enough time allowed for   Protect time effectively to allow for   SITC
Management/Testing   system testing.               enough testing time.
Project              Testing lessons learned.      Consider usability testing, Create      SITC
Management/Testing                                 usability requirements, Schedule for
Methodologies and                                  usability testing
Project              Testing lessons learned.       Test system at multiple levels: Unit   SITC
Management/Testing                                 developers doing white box,
Methodologies and                                  Integration tester and developer
Automated Tools                                    doing gray box, System testers
                                                   using gray and black box, Use tools
                                                   to support test automation
Project              Testing lessons.              Capture/playback tools require          SITC
Management/Testing                                 significant investment: Test design
Methodologies and                                  and capture are manual, If
Automated Tools                                    functionality changes often,
                                                   maintaining captured sessions can
Project              Testing lessons.              Product based testing tools are only    SITC
Management/Testing                                 useful for finding crashes, not for
Methodologies and                                  verifying functionality of the system
Project              Testing lessons.              Scripting and model based testing       SITC
Management/Testing                                 are most effective, but require
Methodologies and                                  investment
Lessons Learned           The Lesson!                  How could it have been done        Project
Category:                                              better or was done better?
Project                   Testing lessons learned      Test network capacity during       SACWIS
Management/Testing/                                    development to avoid problems
Network                                                during implementation. Consider
                                                       necessity of forms to maximize
                                                       efficient use of resources. Only
                                                       necessary volume should be
                                                       implemented at first.
Project                  Testing lessons.              Evaluate testing resources &       SACWIS
Management/Testing/                                    product knowledge
Resources
Project                  Automated testing tools not   The TWIST product, being large and TWIST
Management/Testing/Tools provided.                     complex, would have benefited by
                                                       use of automated testing tools for
                                                       stress and load testing. These tools
                                                       can help in the testing of code, GUI,
                                                       generating test data, regression
                                                       testing, response time and database
                                                       transactions. This would also assist
                                                       in future product releases to the
                                                       State‘s client server environment
                                                       and in the retesting of interfaces,
                                                       configurations and developing on
                                                       line and batch test plans.
Lessons Learned       The Lesson!                   How could it have been done              Project
Category:                                           better or was done better?
Project               Training lessons.             OIS and SCF learned that continued FACIS
Management/Training                                 training is critical, both for technical
                                                    staff and for field staff as they use
                                                    the application with their daily
Project               Users were not adequately     Ensure training and user
Management/Training   trained; user documentation   documentation are in the project
                      was not adequate.             plan and in the vendor contract as
                                                    appropriate; allocate appropriate
                                                    staff time for training; plan far in
                                                    advance for training and
                                                    communicate plans early so
                                                    schedules can be rearranged if
                                                    needed. Develop training modules
                                                    to deliver material in small
                                                    increments where possible; deliver it
                                                    'just in time'. have subject matter
                                                    experts on hand before, during and
Lessons Learned       The Lesson!                         How could it have been done         Project
Category:                                                 better or was done better?
Project               The two day training was built      Portions of the training were       OSM
Management/Training   around the concepts of the          described as a success. They had
                      Oregon Safety Model and was         planned to train 100% of
                      used to introduce these             caseworkers in the field and were
                      concepts to casework staff.         able to train 90%.
                      Most of the interviewees
                      commented that this was not as
                      effective because it was a
                      philosophical training and did
                      not provide practical application
                      to field practice. Shortly after
                      these trainings occurred the
                      implementation of OSM was
                      delayed. Many believed that
                      the momentum and excitement
                      felt by the field during the two-
                      day training was lost because of
Lessons Learned       The Lesson!                          How could it have been done             Project
Category:                                                  better or was done better?
Project               Supervisors were expected to         The solution used to supplement the OSM
Management/Training   train their staff without sufficient trainings short falls was to send
                      preparation and training. The        consultants around the state to train
                      training was not well planned,       staff, and answer questions about
                      overcrowded and field staff          the OSM. Almost everyone
                      experienced a significant lag        interviewed commented on the
                      time between training and            benefits of this plan. In response to
                      implementation.                      this feedback, central office has
                                                           recruited OSM 'experts' to become
                                                           OSM trainers. Twelve workers have
                                                           been hired and broken into four
                                                           teams. These trainers will travel to
                                                           the different regions of the state and
                                                           facilitate further training on the OSM.
Project               Training appeared to be a topic Many branches did additional                 OSM
Management/Training   of large discussion for all of the training; supervisors, consultants
                      focus groups. Staff did not feel and CET's coordinated these
                      they received what they needed training sessions.
                      from the training and left without
                      the knowledge of how OSM
                      would impact their daily work.
Lessons Learned       The Lesson!                     How could it have been done            Project
Category:                                             better or was done better?
Project               Training should be based on the All training material should be        SACWIS
Management/Training   current build of the system and updated at the last possible moment
                      not use a plan that was         to assure that major modifications
                      designed for use on another     have not been made to the system.
                      system built for another state.
Project               The trainer couldn't answer     Training should be taught by a         SACWIS
Management/Training   policy questions.               vendor and a SME. The SME is
                                                      there to answer policy questions.
                                                      This practice is seen as universally
                                                      helpful to the trainee.
Project               Real data not used in training. Trainees should be allowed to use      SACWIS
Management/Training                                   real data in training.
Project               Training lessons.                Employ SME‘s or Super Users to be SACWIS
Management/Training                                   available in the branch to provide
                                                      ongoing support and training to end
                                                      users from two months to over a
                                                      year. Employ ‗just in time‘ training
                                                      timing so that training is not offered
                                                      too far in advance of implementation.
Lessons Learned       The Lesson!                         How could it have been done             Project
Category:                                                 better or was done better?
Project               Training lessons.                   Develop training modules that cover     SACWIS
Management/Training                                       material in small increments and
                                                          target training to the audience.
                                                          Train no later than 1 month prior to
                                                          implementation. Super users and
                                                          sme‘s should be place in local
                                                          branches to provide on going
                                                          training and support before, during
Project               The program looks different         Use either dummy information or         SACWIS
Management/Training   than it did in training. Users      have the training online to offer the
                      were not shown how to change        ability for workers to bring their
                      and clean up the information in     information to training and input it
                      the cases.                          into the system, giving them
                                                          experience in the new system.
Project                Staff turn over with larger than   Have online training data base for      SACWIS
Management/Training   expected numbers of                 users to view the training manual
                      employees leaving the agency        and perform online tutorials.
                      or moving into positions not
                      affected by the new system.
Project               Training lessons.                   Have a training data base that          SACWIS
Management/Training                                       includes the ability for staff to
                                                          practice basic navigation of the
                                                          system within a hosted practice
                                                          version of the live software.
Lessons Learned       The Lesson!                       How could it have been done                Project
Category:                                               better or was done better?
Project               Training lessons.                 Conduct training off site to minimize      SACWIS
Management/Training                                     disruptions.
Project               Training lessons.                 Schedule skills training well in           SACWIS
Management/Training                                     advance of the application rollout
                                                        date to give workers time to learn
                                                        and master basic computer
                                                        functionality before focusing on
                                                        information specific to SACWIS.
Project               Training lessons.                 One trainer to every ten staff is ideal.   SACWIS
Management/Training
Project               Training lessons.                 Don‘t use CBT or WBT as the                SACWIS
Management/Training                                     primary training method.
Project               Each group and individual has     Develop additional training for            SACWIS
Management/Training   different information needs and   supervisors. Supervisors are key to
                      wants.                            assuring supervisor buy in as
                                                        supervisors do not like to be the
                                                        worker in the office who does not
                                                        know how to use the program. In
                                                        order to lead the change,
                                                        supervisors must possess the
                                                        technical skills necessary to lead
Lessons Learned       The Lesson!                   How could it have been done              Project
Category:                                           better or was done better?
Project               Training lessons.             The length of time for training is       SACWIS
Management/Training                                 dictated by the complexity of the
                                                    subject matter to be covered. Be
                                                    sure to allocate enough time for
                                                    training to be effective.
Project               Some sites did not document   Design training in modules to            SACWIS
Management/Training   the AS IS state.              address specific needs of field staff.
                                                    Assure a structured training pace to
                                                    facilitate sustained learning.
Project               Training lessons.             Provide a workstation per each           SACWIS
Management/Training                                 training participant.
Project               Training lessons.             Assign a second trainer to help with     SACWIS
Management/Training                                 workers who are struggling with
                                                    training.
Project               Training lessons.             Develop visual short cuts, such as       SACWIS
Management/Training                                 ‗cheat sheets‘ as a reference for
                                                    users to take away from training
                                                    sessions. Be sure they are current.
Project               Training lessons.             Incorporate system training into         SACWIS
Management/Training                                 standard training for new workers
                                                    after implementation.
Lessons Learned       The Lesson!                           How could it have been done             Project
Category:                                                   better or was done better?
Project               Training lessons.                     Develop a strategy for training staff   SACWIS
Management/Training                                         hired after implementation.
                                                            Processes should be included to
                                                            keep training material up to date and
                                                            to maintain a training facility.
Project               Training lessons.                     Create ongoing training to keep staff   SACWIS
Management/Training                                         up to date after implementation.
Project               Users forgot everything when          Allow users to attend multiple          SACWIS
Management/Training   they went back to the office.         training sessions before and after
                      End users may have little             implementation.
                      branch support following
                      training, the system takes too
                      long to roll out or the training is
                      offered too far in advance.
Project               Training lessons.                     Installation of a training region can SACWIS
Management/Training                                         enable the correction of technical
                                                            problems related to deployment of
                                                            software upgrades.
Project               Training lessons.                     Train the Help Desk staff on the new SACWIS
Management/Training                                         system.
Project               Training lessons.                     Get the right people and the right    SACWIS
Management/Training                                         training
Lessons Learned       The Lesson!         How could it have been done             Project
Category:                                 better or was done better?
Project               Training lessons.   Training was evaluated by               FACIS
Management/Training                       participants with consistently high
                                          ratings. Some training activities
                                          provided through the project team
                                          were declared mandatory for all
                                          staff. Other training activities were
                                          advertised as optional. In hindsight,
                                          more training should have been
                                          mandatory prior to implementation
                                          and no training should have been
                                          planned during the first week of
                                          implementation. These adjustments
                                          would have resulted in significantly
                                          fewer challenges following
                                          implementation for the project team
Project               Training lessons.   Training of staff was critical to the   FACIS
Management/Training                       success of the project.
Project               Training lessons.   Provide training that is User           National
Management/Training                       Focused – Addressing the real world     Lessons
                                          needs of the end user                   Learned
Project               Training lessons.   ―Real‖ Teaming – Trainers, users,       National
Management/Training                       technical staff teaming from design     Lessons
                                          to development to testing to training   Learned
                                          and roll out
Lessons Learned       The Lesson!                     How could it have been done            Project
Category:                                             better or was done better?
Project               Training lessons.               Use Multiple Vehicles – Variety of     National
Management/Training                                   approaches and tools for staff         Lessons
                                                      training, support, and development     Learned
Project               Training lessons.               Responsiveness to Changing Needs       National
Management/Training                                   – ―Keeping Just Ahead‖ Training        Lessons
                                                      keeps pace with policy, practice and   Learned
                                                      technology changes
Project               The project was designed such OIS project managers should be           GAP
Management/Training   that OIS was responsible for    responsible for overseeing training    Project
                      producing the software          activities as a formal part of the
                      enhancement and that CAF was project. This does not mean that
                      responsible for training on the OIS should provide the training
                      enhancement. This division of rather that they should coordinate all
                      labor created                   aspects of the training to make sure
                      miscommunication and            adequate field readiness activities
                      misunderstandings about         occur.
                      training schedules. The
                      methodology and curriculum
                      had to be changed after
                      materials had been printed
                      when training had to be delayed
Project               Implementation support needs Have Help Desk, Trainers and              SACWIS
Management/Training   to be readily available.        SME‘s in branch during first month
                                                      after implementation.
Lessons Learned           The Lesson!                          How could it have been done             Project
Category:                                                      better or was done better?
Project Management/User   User manual lessons.                 Provide a user manual showing           SACWIS
Manual                                                         where information was in the legacy
                                                               system and where it can now be
                                                               found in the new system.
Project                   Vendor didn't understand             If the company retained does not        LIMS
Management/Vendor         Project Management                   know what project management is –
                          methodologies.                       Run! Project Management should
                                                               be understood by the vendor.
Project                   The winning vendor did a poor        Once these contractors were             GAP
Management/Vendor         job of screening the skill sets of   released, OIS committed all the         Project
                          the developers assigned to           resources of the FACIS
                          work on GAP. As a result,            maintenance team and engaged
                          many months elapsed without          additional Technical Services
                          significant progress.                Contractors (TSKs) to assist with the
                                                               development effort. It was the
                                                               partnership between these two sets
                                                               of resources that finally allowed the
                                                               development effort to be completed.
Lessons Learned     The Lesson!                     How could it have been done            Project
Category:                                           better or was done better?
Project             While substantial effort was    Vendor management focuses on           GAP
Management/Vendor   made by the Project manager's   helping the vendor prioritize the      Project
                    to manage the vendor, little    work to be completed; contract
                    response was seen until the     management focuses on ensuring
                    vendor owner came onsite        that the vendor meets all the
                    months into the project.        requirements of the contract.
                                                    Having a regular status meeting,
                                                    even by phone, with the vendor
                                                    owner helps to increase the visibility
                                                    of OIS' needs from the vendor, and
                                                    also engages the vendor staff at a
Lessons Learned   The Lesson!                     How could it have been done             Project
Category:                                         better or was done better?
Resources         Resources lessons.               Program staff within VRD were          ORCA2
                                                  committed to doing whatever was
                                                  necessary to make ORCA 2
                                                  successful. Staff became
                                                  accustomed to performing a variety
                                                  of tasks and functions as the project
                                                  progressed from one set of
                                                  deliverables to another. Their
                                                  dedication and commitment to
                                                  supporting VRD‘s business never
                                                  diminished. Attention to detail, follow
                                                  up on inquiries and maintaining
                                                  other duties not related to the
                                                  project were all a part of the daily
                                                  routine for the staff representing the
Resources         Resource lessons.               Selecting the right individuals to
                                                  perform in key roles was critical to
                                                  the success of the project.
Resources         Need a checklist for the HR     Develop an HR process checklist         ICM
                  process.
Resources         Position descriptions not readily Position descriptions would be       ICM
                  available.                        advantageous to access for
                                                    determining project resources.
Resources         Subject Matter Experts needed Identify SMEs earlier in the project,    ICM
                  earlier in the project.           before mapping
Lessons Learned   The Lesson!                     How could it have been done             Project
Category:                                         better or was done better?
Resources         Utilizing resources             Use the Gartner Research tool           ICM
                  early—Gartner Research Tool.
Resources         Clear separations of who is     Library for position descriptions and   ICM
                  responsible for what from       roles & responsibilities
                  business and IT.
Resources         No SMEs on the business side   Develop a SME Position                   ICM
                  at the beginning.              Description. Identify SME's in the
                                                 pre-initiating process.
Resources         System Architect lessons.      System architect on board from the       ICM
                                                 beginning of the project
Resources         Business should be responsible Business and project collaborate to      ICM
                  for declaring a                determine resource planning
                  timeline/percentage of SME
                  allocation.
Resources         Business Analysts needed       Bringing business analysts on            ICM
                  earlier in the project.        before mapping
Resources         Aligning resources—how long    Knowing who has the information &        ICM
                  does the HR process take?      develop a repository for that
                                                 information
Resources         Organization of Project Staff; Organization of Project Staff; could     ICM
                  could have resource planning   have resource planning lined up
                  lined up better.               better.
Lessons Learned   The Lesson!                       How could it have been done               Project
Category:                                           better or was done better?
Resources         The POP‘s did not allow for the   Clear definitions of what staff are       ICM
                  proper resources.                 needed, how staff will be acquired
                                                    contractors, limited durations, etc
                                                    need to be included in the POP's.
                                                    Review with business and technical
                                                    stakeholders.
Resources         Staff augmentation lessons.       Plan ahead for replacing staff            ICM
                                                    augmentation resources as they
                                                    often start looking for new work at 4
Resources         Knowledge is lost when staff      Due to the project's duration, it         TWIST
                  turnover and transfers occur.     would have been beneficial to have
                  Also the State hiring process     staff on board that could have been
                  makes it extremely difficult to   involved for the url lifecycle from the
                  staff up and retain employees.    initial planning, development,
                  There were only one or two        testing, rollout and post support.
                  weeks in the past year when
Lessons Learned   The Lesson!                        How could it have been done              Project
Category:                                            better or was done better?
Resources             There was some concern         The State is quantifying the volume TWIST
                  from staff about critical limited  of support calls, and measuring the
                  duration staff, that assisted with ratio of calls to support staff in order
                  development and rollout, and       to balance its current and projected
                  then were terminated at the end support needs. However, success is
                  of roll out, and what the          still dependant upon getting
                  implications would be on the       authorization to hire the required
                  project‘s ability to provide       number and level of support
                  support. There was feedback        positions.
                  from employees that the State
                  had underestimated the staffing
                  requirements for the ―help
                  desk‖. However, data was
                  collected to determine how
                  many and what type of staff
                  were needed during the rollout
                  phase. Due to State hiring
                  process (delays and refusal to
                  authorize additional positions)
                  there seemed to be some ill
                  feelings among staff that they
                  were working both WIC tasks as
                  well as long grueling hours
Lessons Learned          The Lesson!                      How could it have been done        Project
Category:                                                 better or was done better?
Resources/Availability   SMEs identified—know             SMEs identified—know applications, ICM
                         applications, processes,         processes, requirements/attributes
                         requirements/attributes
Resources/Help Desk      Support lessons.                  Have the help desk inform users if     SACWIS
                                                           the system goes down. Help Desk
                                                           staff should be involved in all
                                                           phases of development and testing
                                                           to ensure staff members have the
                                                           skills and understanding to assist
                                                           with a successful roll out.
Resources/Roles and      Roles and Responsibilities        Roles and responsibilities need to     LIMS
Responsibilities         unclear                           be clarified.
Resources/Roles and      Roles and responsibilities are    Update the Generic Roles and           ICM
Responsibilities         not clear.                        Responsibilities Template
Resources/Roles and      Not a good understanding of       Have a baseline for projects (what     ICM
Responsibilities         what roles are needed for         basic positions) for different
                         different scenarios.              scenarios
Resources/Roles and      Roles not clear.                  Better definition of types of          ICM
Responsibilities                                           resources like Subject Matter Expert
                                                           for business and Information
                                                           Technology to use up front before
Resources/Roles and      Contractor roles not clear.       Establish Guidelines for contractor    ICM
Responsibilities                                           roles
Resources/Roles and      Limited Duration roles not clear. Establish Guidelines for Limited       ICM
Responsibilities                                           Duration roles
Lessons Learned       The Lesson!                     How could it have been done           Project
Category:                                             better or was done better?
Resources/Roles and   In house rules not clear.       Establish Guidelines for in house     ICM
Responsibilities                                      roles
Resources/Roles and   Didn‘t have a map—couldn‘t      There needed to be clear definition   Transport
Responsibilities      always be at the wheel          of the role of each committee         ation
                                                      member. (Roles and responsibilities   System
                                                      were handed out at the beginning,     Planning
                                                      but probably should have been         Steering
                                                      revisited throughout the project.)    Committe
                                                                                            e
Resources/Skills      Failed implementation           Perform skills assessments with the   SACWIS
Assessments           contribution from not           staff to ensure they have the
                      understanding that end users    necessary skill to utilize the new
                      need to be computer literate.   system.
Resources/Skills      Skills Assessment lesson.       Assess office automation skills of all SACWIS
Assessments                                           end users. Results can be provided
                                                      to supervisors as coaching tools to
                                                      help prepare workers for the new
                                                      system.
Lessons Learned   The Lesson!                     How could it have been done           Project
Category:                                         better or was done better?
System            This is a complex issue in      This could have been a much bigger TWIST
                  regards to the stability of the issue but was overcome by the
                  product and the perception of   State working closely with the local
                  the product. In many cases this IT resources and user base to
                  is not only about system        troubleshoot and in some cases
                  response times and overall      provide network and additional
                  system performance, but also    technical support to address local IT
                  about the local WIC office‘s    issues, outside of State control.
                  network connectivity and LAN
                  configuration.
Lessons Learned       The Lesson!                     How could it have been done           Project
Category:                                             better or was done better?
System/Customized     Customized program lessons.     The ORCA 1 system was developed
Program                                               as a customized program for
                                                      Oregon based on a similar system
                                                      developed for Washington. Specific
                                                      business rules and functionality
                                                      were built into the system as defined
                                                      and identified by VRD during
                                                      application development. Contracted
                                                      staff were available on site to
                                                      respond to requests made by project
                                                      staff. The completed application was
                                                      delivered to the new system owner,
                                                      VRD, along with system
                                                      documentation. VRD began
                                                      maintaining the application and
                                                      making changes to the system to
                                                      reflect new business rules and
System/Data Cleanup   There was an overwhelming       Send out reports of problematic data SACWIS
                      concern with all states         along with a user guide and ask that
                      interviewed that DATA Migration counties clean up bad data prior to
                      not be ignored.                 conversion. Data migration is far
                                                      more work than expected.
Lessons Learned         The Lesson!                       How could it have been done            Project
Category:                                                 better or was done better?
System/Data Migration   Data migration lessons.           Data migration should not be left to   SACWIS
                                                          the caseworkers to do manually as
                                                          this reduces the quality control and
                                                          burdens caseworkers.
System/Data Migration   Data migration lessons.           Do not attempt to migrate two          SACWIS
                                                          systems into one and then migrate
                                                          data. Choose the original source.
System/Developers       There is a steep learning curve   Help Desk has alleviated that          FACIS
                        to become productive              problem by training application
                        developing in the FACIS           experts.
                        application using Smalltalk.
System/Equipment        Original 486 PC‘s couldn‘t        PCs were migrated to P133‘s.           FACIS
                        handle the FACIS application.
System/Interfaces       Interfaces lessons                Follow a model of supplemental           SACWIS
                                                          integration of interfaces. Limit initial
                                                          deployment of interfaces to the
                                                          essentials. Non essential interfaces
                                                          may be added in the future.
System/Interfaces       Implementation of complicated     Use an AS IS process Analysis to         SACWIS
                        systems is difficult with field   develop branch specific action
                        workers not properly prepared.    plans. Use significant subject
                                                          matter expertise.
Lessons Learned      The Lesson!                      How could it have been done            Project
Category:                                             better or was done better?
System/Maintenance   Maintenance lessons.             OIS and SCF will continue to           FACIS
                                                      monitor and update equipment and
                                                      network speed to ensure that the
                                                      FACIS application continues to run
System/Maintenance   Limited resources available will OIS should establish a regular         GAP
                     require prioritization of user   maintenance meeting with CAF to        Project
                     requests so that necessary       continue the partnership. This
                     business needs can be met with meeting should involve OIS Project
                     the fewest resources possible. and Application Maintenance staff in
                                                      addition to the CAF program
                                                      systems support manager and
                                                      appropriate CAF leadership. The
                                                      group should evaluate the existing
                                                      user requests, determine items'
                                                      priority, and negotiate the use of
                                                      resources to accomplish the items of
                                                      highest priority.
System/Maintenance   Maintenance lessons.             OIS Development team has               FACIS
                                                      developed better methods to
                                                      document code and system
                                                      changes, and maintain libraries of
                                                      code and test scripts.
Lessons Learned      The Lesson!                       How could it have been done              Project
Category:                                              better or was done better?
System/Network       Schedule and deliverables were Database maintenance is critical,           FACIS
                     re thought by OIS and SCF         and is being monitored closely. OIS
                     when the project started to       reorganization and the addition of a
                     break down in 1996 and 1997. Data Resource Management team
                     Since that time, all deliverables will facilitate the database
                     have been met successfully and maintenance.
System/Network       Network capacity is a significant Implement with only the required         SACWIS
                     technical issue. Too many         forms to minimize bottlenecks in the
                     SACWIS forms cause                network. Consider enhancing the
                     bottlenecks in the system.        network to handle the additional
System/Network       Network speed and reliability     Now, all but 25% have been               FACIS
                     impacted this project heavily     upgraded to T 1 lines.
                     when implementing.
System/Performance    Effective system performance     With added ability to track changes      FACIS
                     measures It seemed at times       and problems, we are now better
                     that much of the information      able to identify where problems exist.
                     received about the health of the
                     system was anecdotal. There
                     didn't seem to be a
                     straightforward mechanism for
                     determining where system
                     problems were and whether or
                     not the actions taken were
                     improving the health of the
                     system.
Lessons Learned         The Lesson!                        How could it have been done        Project
Category:                                                  better or was done better?
System/Standard Tools   OIS Executive Team has             New development will be done using FACIS
                        directed that no new               standard tools recommended by OIS
                        development be done in             Technology and Strategy, and
                        Smalltalk, the original language   approved by OIS Executive Team.
                        chosen for the project.
System/User Access      Allowing user access had           Limit initial users to only users that SACWIS
                        issues. Security and privacy       must have access. All other user‘s
                        are paramount, level of access     rights and access can be added at a
                        is difficult, defining access      later time.
                        rights is difficult.
Systems Design          System design lessons.            Effective automation is impacted by   SACWIS
                                                          system design
Vendor                  Vendor in an immature industry Make sure you are very clear on          OVERS
                                                          expectations and project
                                                          management.
Vendor                  Vendor demos issues.              Ask questions about maintaining       OVERS
                                                          software, releases and managing
                                                          resources.
Vendor                  Initial vendor quote was not well Figures need to be better analyzed    LIMS
                        documented.                       for resources.
Vendor                  Vendor refused to identify        Implement change management           OVERS
                        needed resources and timelines plan – obtain consensus from
                        – people, hardware, etc.          vendor.
Lessons Learned   The Lesson!                    How could it have been done             Project
Category:                                        better or was done better?
Vendor            Struggling communications with Clarify expectations. Discuss           OVERS
                  vendor.                        Operating constraints, Meet in
                                                 person. Increase communications.
                                                 Document protocols for version
                                                 control of system.
Vendor            Vendor has limited state       Discuss private versus state drivers.   OVERS
                  experience.                     Discuss the role of QA. Be aware
                                                 of cultural awareness. Clarify
                                                 escalation process and governance
                                                 path. Clarify process/documentation
                                                 needs. Clarify managing to SOW.
Vendor            Operational Maturity           Clarify the difference between a        OVERS
                                                 maintenance build (current 1 -2 days
                                                 for a fix) and development build
                                                 (future builds several weeks out).
                                                 Set up payments on an orderly
                                                 basis, you get your money if you
                                                 have 75% of the work done; if you
                                                 only have 50% done, that is the
                                                 amount you get. Make sure they
                                                 have time allocated to do
                                                 emergency fixes, instead of
                                                 expecting you to forgo some of your
                                                 requirements/deliverables while they
Lessons Learned   The Lesson!                    How could it have been done          Project
Category:                                        better or was done better?
Vendor            Struggling communications with Have a communications plan, make OVERS
                  vendor.                        sure the vendor has one, that you
                                                 both understand each other's and
                                                 that you have one across the project
                                                 and the vendor--who talks to whom
                                                 and in what format?
Vendor            Operational constraints        Accommodate time zones for           OVERS
                                                 meetings. Make sure vendor has
                                                 conference call bridge number so
                                                 that we don't have to pay for it.
                                                 Purchase Web Ex and have your
                                                 vendor do the same.
Lessons Learned   The Lesson!                  How could it have been done          Project
Category:                                      better or was done better?
Vendor            Vendor Testing problems.     Define the user acceptance process. OVERS
                                                Be very clear about what they give
                                               you in test scripts, requirements,
                                               and future expectation. Use case
                                               scenarios. Get their system test
                                               results as a deliverable. Read the
                                               specifications and the scripts--do
                                               they match? Scenarios and testing
                                               are a business process. Set aside
                                               time to test with overtime. Have the
                                               people who do the job do the testing
                                               (one person can't do it all because
                                               they don't know the whole
                                               system/legalities). Make sure there
                                               is exit criteria for testing.
                                               Emphasize importance of dedicating
                                               business people for the testing.
                                               This helps with change
                                               management. Reopens track
                                               reopen rate, if over 15% then
                                               regression testing with the business
                                               team. Vendor needs a test site that
                                               mirrors your--what are your
Vendor            Vendor misunderstood role.   Schedule on weekly project           LIMS
                                               meetings with vendor with visual
Lessons Learned           The Lesson!                 How could it have been done             Project
Category:                                             better or was done better?
Vendor Management       No consensus with the vendor. Meet with the vendor and set            LIMS
                                                      boundaries and delineate
                                                      expectations.
Vendor                   Knowledge transfer, required Better knowledge transfer to the        LIMS
Management/Knowledge    by contract, did not happen.  technical staff—from the vendor.
transfer                                              Task the vendor with transferring the
                                                      knowledge to the technical staff and
                                                      provide status on progress.
Vendor                   Vendor did not deliver       Review contract with the vendor         LIMS
Management/Requirements requirements in the product.  prior to signing to ensure that the
                                                      vendor can deliver the requirements.
Vendor                  Vendor kept changing who they People that are assigned to the         LIMS
Management/Resources    sent to work on the product.  project are actually the people that
                                                      come to work. – continuity and
                                                      credential check.
Vendor                  Vendor and technical group    Need IT to IT contact. – set up         LIMS
Management/Technical    need to meet.                 meeting with IT when vendor comes
                                                      on board.
Lessons Learned   The Lesson!                        How could it have been done            Project
Category:                                            better or was done better?
Vendor/Culture                                       While VRD does not own the new         ORCA2
                                                     system or control the functionality
                                                     contained within the system, VRD
                                                     staff are able to influence the
                                                     changes made by Alliance to
                                                     AWARE™. This is a new working
                                                     relationship and model for both DHS
                                                     and Alliance. Based on their past
                                                     working relationships, these will be
                                                     developed successfully, although
                                                     from an entirely different perspective
                                                     than experienced previously.
Vendor/Culture    OIS staff on the project had not   As previously noted, VRD staff had ORCA2
                  worked with Alliance at all in     established some strong working
                  some cases and had no              relationships with Alliance staff
                  relationship to build on as the    during work on previous projects. As
                  project began.                     the project progressed, participants
                                                     shared in the ups and downs of
                                                     ORCA 2, relationships flourished,
                                                     and trust between these project
                                                     participants increased.
Lessons Learned   The Lesson!                     How could it have been done            Project
Category:                                         better or was done better?
Vendor/Culture    Vendor lessons.                 Alliance brought first hand            ORCA2
                                                  knowledge to Oregon about how to
                                                  incorporate national policy into
                                                  vocational rehabilitation programs
                                                  administered locally that contributed
                                                  to the success of the project.
                                                  Alliance had experience working
                                                  with the Oregon VRD programs and
                                                  staff on other projects and did not
                                                  require a familiarization period often
                                                  found at the beginning of a major
                                                  system development effort. Many
                                                  project participants had already
                                                  established positive working
                                                  relationships with Alliance staff. In
                                                  addition to AWARE™ itself, Alliance
                                                  brought expertise in project
                                                  management that was highly skilled
Vendor/Culture    Vendor didn‘t assess or         Educate vendors on the cultural        SACWIS
                  understand cultural environment environment of the State of Oregon.
                  of the State
Vendor/Demos      McKesson requested a change           Consider not allowing agenda BHIP
                  to the agenda                   changes by vendors in the future       Demos
Lessons Learned   The Lesson!                       How could it have been done              Project
Category:                                           better or was done better?
Vendor/Demos      McKesson had 2 technical          don‘t allow this                         BHIP
                  sessions going on at the same                                              Demos
                  time
Vendor/Demos      One of the vendors chose to do don‘t allow this                            BHIP
                  a speakerphone webinar                                                     Demos
                  instead of showing up in person
Vendor/Demos      Vendor Demo lessons.            Maintain a good relationship with the      BHIP
                                                  vendors. Begin vendor                      Demos
                                                  communications early. Even if they
                                                  show a strong interest in the project
                                                  and are calling often, continue to
                                                  reach out to them on a regular
                                                  basis. Don‘t assume that if they are
                                                  interested in the project that they will
                                                  attend the vendor product
                                                  demos—let them know about the
                                                  RFI and follow up to ensure they are
Vendor/Demos      Vendor Demo lessons.             Contact the vendors multiple times        BHIP
                                                  to make sure they understand what          Demos
                                                  is needed (hold their hands!). For
                                                  example, if the vendor needs to
                                                  reserve projection equipment from
                                                  the facility, follow up to be sure they
                                                  understand this and have done it.
Lessons Learned   The Lesson!                          How could it have been done        Project
Category:                                              better or was done better?
Vendor/Demos      Don‘t do 5 days in a row of          Suggest breaking them up into more BHIP
                  demos. It requires intense           than one week                      Demos
                  concentration to listen and five
                  days would be to long
Vendor/Demos      Had changes mid                      Don‘t dismiss the crew that did the     BHIP
                  stream—vendors, agendas,             packet assembly. Don‘t assemble         Demos
                  attendees, one handout. Had to       packets so soon.
                  redo packets mid stream—very
                  labor intensive
Vendor/Demos      Facility worked well. Using the      Pick a week that is not busy/high       BHIP
                  conference center was a              profile at the venue if possible        Demos
                  professional approach that           (conference center).
                  made a positive impression on
                  the vendors
Vendor/Demos      Sometimes there were                 They brought more chairs when           BHIP
                  problems contacting the              needed.                                 Demos
                  conference center people,
                  although they were
                  accommodating during the
Vendor/Demos      The location of the registration     Needed better signage for               BHIP
                  table was a little confusing.        orientation room vs. registration vs.   Demos
                  People stopped at the                demo room.
                  Orientation room, which was
                  right next to the elevator, rather
                  than proceeding down the hall
Lessons Learned   The Lesson!                        How could it have been done            Project
Category:                                            better or was done better?
Vendor/Demos      Venue Lessons.                     Vendors may cancel with short          BHIP
                                                     notice – don‘t get locked in to a      Demos
                                                     venue if you can help it.
Vendor/Demos      Microphones not effective          Would have been nice to have an        BHIP
                                                     earpiece microphone for more           Demos
                                                     consistent sound
Vendor/Demos      The coffee cart was too far        Should have provided coffee for        BHIP
                  away.                              conference attendees.                  Demos
Vendor/Demos      There were 130 original            Have the ability to immediately send   BHIP
                  invitees. When the invitations     a new invitation to their suggested    Demos
                  went out, some folks replied       substitute.
                  saying they couldn‘t attend, but
                  offered suggestions for people
                  who could attend in their stead
Vendor/Demos      Vendor Demo lessons.               Exceptional turnout, but could have    BHIP
                                                     had more community people              Demos
Vendor/Demos      Vendor demo lessons.               Prepare detailed questions for the     BHIP
                                                     system Demo.                           Demos
Vendor/Demos      Vendor demo lessons.               Ask how vendor handles                 BHIP
                                                     maintenance releases vs. delivery      Demos
Vendor/Demos      Vendor demo lessons.               Ask vendor how vendor balances         BHIP
                                                     their resources                        Demos
Vendor/Demos      Vendor demo lessons.               Find out how vendor will engage Biz    BHIP
                                                     in configuring system.                 Demos
Lessons Learned    The Lesson!                       How could it have been done              Project
Category:                                            better or was done better?
Vendor/Demos        Communication folks did not      Get a dedicated communications           OSM
                   deliver. This was an extra        person up front don‘t wait until later
                   assignment for them, so it didn‘t in the planning. Check and escalate
                   get priority                      if communications aren‘t taking
                                                     place. This gap may have
                                                     contributed to the low participation
Vendor/Project     Lack of project management        Vendor accountable to OSPHL              LIMS
Management         experience on the vendor side. project manager.
Vendor/Resources   Vendor didn‘t staff adequately. Use a lever for compelling                 LIMS
                                                     performance from vendor. Incentives
                                                     for early finish or escalation process
                                                     to identify and resolve issues.
Vendor/RFP         RFP lessons.                      Load testing and performance, data       OVERS
                                                     conversion, QA process and testing
                                                     process should all be mentioned
                                                     within the RFP. When creating an
                                                     RFP, these are the things the
                                                     vendors must address within their
                                                     RFP and we will use those to
                                                     assess. Make sure you have clear
                                                     definitions. Does their system
                                                     already meet our goals or are the
                                                     future standard. Standard means
Lessons Learned   The Lesson!                    How could it have been done           Project
Category:                                        better or was done better?
Vendor/RFP        RFP Proposal Review lessons.   Vendors came in for a Q&A which       OVERS
                                                 helped them to decide whether to
                                                 bid. Require answers for key
                                                 positions/key persons. Who are
                                                 they going to dedicate: coders, QA
                                                 testers, analysts, etc. Have a key
                                                 persons clause. Understand
                                                 marketing and engineering
                                                 standards. Have everyone review
                                                 the RFP together (DOJ/Contracts,
Vendor/Schedule   Vendor‘s schedule was always   Do not get comfortable with vendor.   DSSURS
                  best case scenario.            Meet with the vendor and review
                                                 and revise the schedule.
Lessons Learned   The Lesson!            How could it have been done             Project
Category:                                better or was done better?
Vendor/SDLC       Vendor SDLC Lessons.   You may need a business analyst to OVERS
                                         fill the gap if the vendor doesn't have
                                         a good SDLC. Be prepared to
                                         accept that the state is taking some
                                         risks in working with an immature
                                         vendor. Start a requirements
                                         traceability matrix early. Make
                                         vendor map where the standards
                                         are so you can make sure DHS and
                                         vendor standards are the same.
                                         Requirement validation task--SMEs
                                         sit down with the vendor and go
                                         through requirements early in the
                                         project. This way you can approve
                                         this as a deliverable. A
                                         communication coordinator is
                                         essential, but you may need
                                         business analysts. Be clear on the
                                         RFP and the performance and find
                                         ways to incorporate strong
Lessons Learned            The Lesson!                         How could it have been done              Project
Category:                                                      better or was done better?
Vendor/UAT                 Vendor and State disagreed on       Better vetting of vendor principals.     OVERS
                           UAT.                                Document UAT criteria and get
                                                               acceptance from the vendor.
                                                               Maintain the right to enforce terms of
                                                               contract to – re. vendor personnel
                                                               and change of personnel.
Project Management/Scope There was conflicting direction       Develop comprehensive scope              SACWIS
                         for scope; design for Federal         statement early. Obtain approvals
                         Requirements or User Needs.           and sign offs to assure scope is
                                                               agreed on prior to beginning project.
                                                                Recognize that federal
                                                               requirements and user needs are
                                                               not mutually exclusive; must meet
                                                               feds and can meet both.
Project Management/Risk    There was no formal Risk            Develop and follow strong risk           SACWIS
                           Identification or Risk Mitigation   management plan, identifying risks
                           practiced during the early          and potential risks early on; develop
                           stages of the project. Critical     and follow comprehensive risk
                           risks were often missed,            prevention/mitigation strategies.
                           strongly impacting the project
                           design, development, rollout
Policy and Program         Lack of guidelines and DHS          Work with OIS Policy and Planning        SACWIS
                           wide IT standards.                  to assure project following state,
                                                               department, and industry standards
                                                               for technical development.
Lessons Learned        The Lesson!                       How could it have been done            Project
Category:                                                better or was done better?
Project Management     Performance problems              Assure project plan includes           SACWIS
                       identified late in project.       network and desktop evaluations to
                                                         help determine system/network
                                                         resource needs of new application.
                                                         Develop and complete load test
                                                         plans for new application, from
Project Management     Difficult transition from one     Make sure there is a plan for          SACWIS
                       technology to another. All staff screening/selecting employees for
                       could not pick up new technical necessary aptitudes/SKAs, providing
                       skills as planned.                adequate training and mentoring in
                                                         both the toolsets and design for the
                                                         new system.
Project                At project initiation, CAF had no Make sure the project has sufficient   SACWIS
Management/Resources   business analysts dedicated to dedicated business analysts.
                       the system to help lead design
                       sessions.
Project                Expectations/responsibilities of Make sure the project has a strong      SACWIS
Management/Executive   executive level                   operational steering committee that
Sponsorship            support/oversight for the project adequately represents the
                       unclear.                          stakeholders. Make sure the project
                                                         is formally chartered by the
                                                         executive stakeholders and keep
                                                         them informed and involved in the
Lessons Learned        The Lesson!                        How could it have been done           Project
Category:                                                 better or was done better?
Project                no formal IS Coordinator after     Do not lose sight of the need for the SACWIS
Management/Resources   the formation of OIS. No           role of Business analysts. Utilize BA
                       Business Analysts at project       resources appropriately as a link
                       initiation to help lead design     between program and project. Make
                       sessions.                          sure project has sufficient dedicated
                                                          business analysts.
Project Management     State Project manager named        Make sure that DHS owns the           SACWIS
                       late in the project to take over   project management and set up
                       the duties of the contracted       clear decision making processes
                       Project manager. This caused       that require SME input and
                       some difficulties in transition    stakeholder approval.
                       because the contract Project
                       Manager was used to making
                       decisions on his own and had a
                       hard time relinquishing control.
Project Management     Contracted Project Manager         Make sure that DHS owns the         SACWIS
                       made many design decisions         project management and set up
                       without the input from CAF and     clear decision making processes
                       OIS management and staff.          that require SME input and
                                                          stakeholder approval. Have a
Lessons Learned          The Lesson!             How could it have been done              Project
Category:                                        better or was done better?
Project Management/Tools Tools Lesson.           Providers need tools. All of the         First
and Templates                                    provider trainings we held were filled   Pass
                                                 to                                       Project
                                                 capacity and the dedicated First
                                                 Pass Web page was the 18th most
                                                 popular
Application Portfolio    Application Portfolio   Managing ―projects‖ and managing         Gartner
Management               Management Lesson       ―applications‖
Lesson/Legacy                                    are not the same
Modernization
Application Portfolio    Application Portfolio   Change the organizations                 Gartner
Management               Management Lesson       culture—from the top down
Lesson/Legacy
Modernization
Application Portfolio    Application Portfolio   Establish an enterprise architecture     Gartner
Management               Management Lesson       framework to
Lesson/Legacy                                    provide focus
Modernization
Application Portfolio    Application Portfolio   ���� Include APM as part of a broader      Gartner
Management               Management Lesson       decision-making
Lesson/Legacy                                    process
Modernization
Lessons Learned         The Lesson!             How could it have been done           Project
Category:                                       better or was done better?
Application Portfolio   Application Portfolio   Have a destination in mind and        Gartner
Management              Management Lesson       communicate it
Lesson/Legacy                                   throughout the organization
Modernization
Application Portfolio   Application Portfolio   Use tools as productivity aids, but   Gartner
Management              Management Lesson       they do not replace
Lesson/Legacy                                   tough human decisions
Modernization
Application Portfolio   Application Portfolio   Measure operation of the application Gartner
Management              Management Lesson       over its life cycle
Lesson/Legacy
Modernization
Project                 Procurement             The procurement process can            SSI
Management/Contracts                            typically take from six (6) months to Managers
                                                a year to complete for a major
                                                initiative. OIS works closely with the
                                                Office of Contracts and Procurement
                                                (OC&P) in developing and
                                                implementing a procurement
Lessons Learned      The Lesson!          How could it have been done             Project
Category:                                 better or was done better?
Project Management   Efficiency lesson.   Working within a system where           First
                                          many decisions are made based on        Pass
                                          budget                                  Project
                                          constraints and directives from other
                                          entities (federal policies and state
                                          legislative decisions) it can
                                          sometimes seem like we have a
                                          limited ability to
                                          make meaningful changes to our
                                          own policies and processes. First
                                          Pass taught us to think outside the
                                          box, to examine and re-examine the
                                          way we do our jobs, and to act on
                                          those findings. To trust that we have
                                          the integrity, knowledge and skill to
                                          look for ways to become more
                                          efficient and to act on the things
Lessons Learned      The Lesson!             How could it have been done             Project
Category:                                    better or was done better?
Project Management   Monitoring Lesson.      Monitoring is critical. Many of the     First
                                             reports developed through First         Pass
                                             Pass give us an accounting of claim     Project
                                             volume, accuracy, and processing
                                             timeliness. While this information
                                             has always been available to us, it
                                             wasn‘t being reported on a regular
                                             basis, reviewed and compared in the
                                             way that it is now, with an eye
                                             toward trends and barriers that can
                                             be resolved early.
Project Management   Strategy lesson.        Not every swing is a hit. While not     First
                                             all of our strategies resulted in the   Pass
                                             outcome we planned, the overall         Project
                                             results of the project make it a
                                             success. (Ty Cobb is
                                             baseball‘s batting average all-time
                                             leader with a batting average of
Project Management   Collaboration lesson.   Collaboration is key. First Pass was    First
                                             successful, in large part, because of   Pass
                                             the effort of many people working       Project
                                             together across our ―vast‖
                                             department on a common goal.
Lessons Learned          The Lesson!                     How could it have been done             Project
Category:                                                better or was done better?
Project Management       • User buy-in was an issue at    Strong sponsorship from Maureen        CCAP
                         the outset of the project.      Casterline and support from Bill Fink
                                                         really contributed to the project
                                                         success.
Project                With project team members         QA interviewed the ED PM and ED         Oregon
Management/Communicati organizationally and              Leads, evaluated issues and             Employm
on                     geographically divers (over 5     published a set of recommendations      ent
                       states), effective overall        for effective communication across      Departme
                       communication within the          multiple, diverse teams. See            nt
                       project team was a challenge      "Appendix - Communication
                       early on for verbal (phone),      Improvement
                       email and meetings.
Lessons Learned        The Lesson!                     How could it have been done           Project
Category:                                              better or was done better?
Project                A number of interviewees noted Take the effort to devine internally
Management/Effective   that meetings were fewquently recommended meeting protocol.
Meetings               not efficient, and thus not     Gather input from all in doing so,
                       respectful of people's time and agree on protocol, and post the
                       busy schedules.                 resulting 'Effective Meetings
                                                       Protocol' in conference rooms. QA
                                                       strongly recommends that meeting
                                                       protocol includes (1) there is always
                                                       an individual who is the meeting
                                                       owner; (2) the meeting owner
                                                       always predefines the meeting
                                                       purpose and expected outcome, and
                                                       an agenda with expected durations
                                                       per topic; (3) who owns decisions is
                                                       always clarified during the meeting;
                                                       (4) agreements made in the meeting
IRR
SCF      Services to Children and Families
AMS      Applications Maintenance and Support
EISPD
DOJ      Department of Justice
RPF
RFP      Request for Provider
RFI      Request for Information
DAS      Department of Administrative Services
SSI      Strategic Systems Initiatives
GAP
SACWIS
ORKIDS   Oregon Kids Project. Formerly known as SACWIS.
FACIS    Family and Children Information System

				
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